1
Answered

Account disabled after property listing

More than 2 weeks ago I decided to list my property on Booking website. Right after finishing listing setup, my account was "disabled for security reasons". From that day, I called support 6 times, they were never able to say why was account disabled neither what to do next (they said they can't see what's wrong with my account from their end). I was told "they will call you or send you email", but nobody ever did that. Another member of support told me to try list the property under different phone number and email address. I tried that 5 times - no success again, all new accounts were disabled as well. It's very frustrating I can't put the property on market and I can't reach straightforward and useful help. Can anyone from relevant department contact me and help me to solve this issue for me, please? Thanks for answer in advance!


11
BrookAve

 

wow thats a piss take, only list once then keep calling them and ask for it to be escaladed

 

 



Never post action requests here, no one in BdC Partner Support team nor Finance Team have visibility here.


 

Simply report to BdC Partner Support , see below 3 methods. They will never see any post on the Partner Hub.

 

Message or Call BdC PartnerSupport 

 

  1. In the extranet, go to the ‘Inbox’ tab.
  2. Select ‘Booking.com messages’.
  3. Right Pane - Click on ‘See Contact Options’
  4. Choose Account
  5. Now choose Other
  6. Then at bottom , See all contact options, and click Message or Call
  7. As there is no one number for all partners, the number for your nearest BdC Partner Support is then revealed.
  8.  

    *** public main lines via Where you can reach us

     

     


    how to contact partner support via private assigned number in inbox

1
Petr

I can't go to Extranet as I can't login into my account - it was disabled. I create this post under another account I created. I also haven't any property ID.

B.
Jarratt - Acco…

Hi Petr, 

 

If you can't access the extranet, you will find a list of public support number numbers listed here on the Partner Hub. Please call the relevant local number who will be able to help you and advise if you need to provide any relevant documentation, etc to assist in getting your listing open and bookable. I would ask for a clear 'next steps' so that you have some more clarity around the process. All the best. 

 

Kind regards, 

Jarratt

1
Petr

Thanks for advice, but I call them 7 (SEVEN!) times already. I call Bristol, London, Manchester and Edinburgh of course as well. But they were never able to help as they don't know why account is disabled and how to recover it. If I can get contact to any relevant department, where I can speak to someone who actually knows what's going on and how to fix it, it would be appreciated.

B.
Jarratt - Acco…

Hi Petr, 

Unfortunately we can't assist with your specific concerns here on the community forum, the best line of communication will be with the partner support team. I appreciate you have spoken to them multiple times and are clearly frustrated, but partner support will be able to provide a status update to your original query, request additional information if needed, or submit a request for action with the relevant team within Booking.com on your behalf, depending on the circumstances. 

 

Kind regards, 

Jarratt

2
Follett Rachel

Hi. im new too. Started off very succesfully. Lots of bookings, 9.8 rating so lots of happy customers then, without warning, account frozen. No reasons or warning given other than that the property needs validating. 2 weeks later not a peep heard. Why they cant close businesses that CANT be validated rather than ALL businesses including ones that they havent had the time to validate is beyond me. If its an important aspect, then why allow booking to commence in the first place. Im going to start advertising with another platform tomorrow as this one doesnt offer any customer service that can resolve issues. Shame as it had promised to be potentially good.

2
Julian Philpott

Agree. Our property was under review too for location verification. A simple search of Royal Mail would clarify this. Been 22 days and still closed, yet we are asked to honour existing bookings (they get their commission, we lose income). Now our second property is under review. They're at the same address! Why allow us to start trading, only to close for review later? Why does it need to be closed at all, whilst being reviewed? Just nuts. What can be done?

Which platform are you going to? Are you using a channel manager? If so, which one? Interested to learn from your experience.

B.
Jarratt - Acco…

Hi Rachel, if you have registered your property and are waiting for location verification, partner support may be able to assist with requesting alternative options if the postal verification isn't viable - they may need to log a request for your listing to be verified using an alternative method.

 

You can contact partner support through the inbox tab via phone or message (I would suggest calling for a speedier response).  If for any reason you cant find the contact number,  you will find a list of public support number numbers listed here on the Partner Hub

 

Kind regards, 

Jarratt

2
Julian Philpott

Hi Jarrat

I have attempted to message you directly as well. The issue, is that the partner support representives are unable to help. They simply apologise and blame lack of staff. My previous points still stand, namely

1. The article that is being invoked needs to be substantiated in fact, with cause, else BDC stands to be in breach of contract.

2. We are told that it is an automated response (thus casting further doubt on point 1 above)

3. The 10 day lead time is not being honoured.

4. If so important that properties need to be closed, (a) why are they allowed to open in the first instance and (b) why are partners required to honour existing bookings?

5. BDC continues to collect commission on pre-existing bookings, but Partners have their payments frozen and are expected to pay invoices. Double standards.

6. No compensation offered for issues instigated by BDC, who don't (we're told) have the resources to implement 

7. Why implement a process if resources unavailable to implement?

8. No reasons given for the review (refer back to point 1), other than an automated process; yet no mention of this as part of the sign up process (Partners not given fair warning).

I can't imagine the total loss of income to Partners and BDC, assuming this is a widespread issue. The issue may be open to legal challenges if it is ongoing and lacking immediate resolution.

2
Follett Rachel

Hi Julian, im now up to 4 weeks closed with zero business thanks to this poorly thought through procedure. There is apparently no way of speaking or emailing to the verification squad ( i assume there is only 1 of them working for the worldwide community of partners?!!) Ive spoken several times to the team who look after partners general enquiries including platform and customer issues but they are totally ill-equipped to deal with verification. They will message the verification team on your behalf but they get no response back and neither will you (theyve sent 2 messages for me). I have been told sequentially that it will take 10 days, then 20 days, then up to 4 weeks BUT i am expecting this to extend if i were to call again. They are very apologetic and accept that its a poor state of affairs but that doesnt help much when you have zero income!

It sounds that like me youve created another (identical) listing. I did this last week and the bookings came flooding in so this week weve been busy. Its a matter of time of course before the new listing needs verifying and we will have to start again with 0.0 ratings. If you do the same, make sure you keep the diaries identical. I missed one of my original bookings from the closed site and double booked a room. NIGHTMARE!

In short and in answer to your question, its seems nothing can be done. Patently Booking.com need to do SOMETHING but conveying that to the correct person seems impossible since there are barriers erected between customer and any sort of escalation process!

If anyone from verification should read this...why dont you send a postcard with a unique number on it to the property owner at the property address at the point of registration? 

On rect. of the code, the number would be imputed on the property site and the property would be unlocked and verified for business. You already do this with telephone numbers (send a text with code) and emails (a link to reply to). Its not rocket science and could be implemented easilly and cheapy without need for manpower. We partners would be freed to make our £ and booking.com would benefit from open sites generating £ commission rather than the wasted £ opportunities?

 

2
Julian Philpott

Hi Rachel. Thanks for posting your experience. It's exactly the same as ours. I feel for the guy(s) and girl(s) on the other end of our complaint but as you say, they are totally ill-equipped to deal with this. Your postcard suggestion is perfect.

We have two properties on the same estate, but now both are under review. I'm reluctant to set up another one and we're more likely to simply ditch Booking.com and move to Expedia or AirBnB.

What bothers me in particular, and makes no sense, is that if address verification is so important that it requires the property to be closed down during the process, why do they allow properties to start trading in the first place, before this is resolved. Also, why continue to allow guests to stay (for previously booked accommodation)? Well, it's so BDC can continue to earn their commission and not upset the end user I guess... to hell with the 'partners' who actually bring BDC their business.

But on a more interesting note, the reason stated for the closure is Article 7c(iii) of the general terms, which states (sic) that if incorrect, misleading, inaccurate or fraudulent information has been provided by the owner, then BDC have the right to close or suspend services. By invoking this clause, they are essentially saying that they suspect foul play and in that case, I have demanded evidence of this to support their claim, otherwise I consider BDC in breach of contract (for invoking a clause without just cause). I have therefore suggested to the rather dazed call agent, then instead of reaching out to the review team, he reaches out (or asks someone else to reach out) to the Legal Team to explain the Article in question and justify this response.

Failing that, I will need to seek the advice of our own lawyers and explore a potential claim against BDC for breach of contract, lost profits, time spent, and reputational damages.

It's simply not good enough to close a property for no good reason, especially as we have provided all of the necessary information (I spent 2 hours with a service agent ensuring that the details they had was accurate and provided documentary evidence for the address). Furthermore, we have taken over this property from another owner, who successfully traded on Booking.com for years prior. It's the same property and the agent acknowledged this but was powerless to do anything more. Quite ridiculous!

B.
Jarratt - Acco…

Hi Rachel, 

 

A postal code is sent to new properties as the default method to verify the listing - this partner help article explains the process. The article states that if you have bee waiting longer than 25 days for this to arrive, please contact partner support. A postal code can be re-sent or there may be alternative options available for verifying the property - the partner support team will be able to advise specifically for your property. 

 

Kind regards, 

Jarratt

2
Follett Rachel

Hi Jarratt this system is failing. My property is easy to find. We are only 6 miles from a major UK city. (Bristol). Close to a main road and 2 miles from Bristol International airport. We have NEVER had an issue receiving mail from Royal mail. We have 2 properties listed and NEITHER has had a postal code sent.  There is an issue with your system. It needs fixing..

Regarding your comment to contact customer support... This is a common suggestion that booking .com mediators use on this forum. IT DOES NOT WORK. Yes, finding a telephone number is difficult, so on many occasions on this forum, mediators explain how to "FIND" the secret number (why does that need to be so difficult it needs explaining?) BUT your partner support team cannot and will not help with this issue. They are separate and distinct from the verification team who (guess what) do not have a contact number. Neither can we email them directly. The partner team can email them essentially to ask them to hurry up.....but nothing comes of that and verification teams do not communicate back to the partner support teams or the partners.

What would be really helpful Jarratt if you have an "ear" to someone who can make a decision or look at issues, is to show them this thread. Impress on them that there are likely numerous disgruntled partners out there...Who are losing tens if not potentially HUNDREDS of Thousands of Dollars worldwide. (my losses pass £1000 and I have 1 room in a small Band B. (look at my revenue for month 1 against month 2) Likewise booking.com from their lost percentages. 

2
Julian Philpott

Couldn't agree more. I have even made a formal complaint, following the procedures outlined to us and have no response.

I have also asked for my complaint to be passed to legal, but the reps have no idea how to do that or esculate the case.

Will be taking legal advice soon and complaining to the watchdogs if my complaint is not dealt with in a timely, respectful and honest fashion.

2
Julian Philpott

By Postal Code, presumably you mean post card? Never received this for either property. No mention of this from customer support in the hours of discussions we've had. We have taken over this property from previous owners who were on booking.com for years. The address hasn't changed. No other means of verifying (as you say) other than waiting an unknown amount of time for the backlog to be resolved. Have provided hard evidence, which has made no difference. What else can be done?

2
Follett Rachel

Hi Julian i agree with all you say. 

Its a very poor showing by the Booking.com side of the partnership. I was rather hoping that this thread might get flagged and a moderator might see some common sense to our suggestions and the shortcomings in their system and actually pass the issue up the command chain, but it appears that on this forum, as in discussions with customer services, our plight is falling on deaf ears.

Im sorry to hear about your financial losses. Its heartbreaking to establish a business, go through the demands and challenges of realising take off, only to have the whole project dashed by clumsy actions of the marketing promise..

B.
Jarratt - Acco…

Hi Rachel, 

 

Apologies for the delayed response to your comments above. I've shared some further information which I hope is helpful, please be assured this is not falling on deaf ears. While my colleagues and I can provide general advice here on the community forum, along with the advice from many other partners that are part of the community, it's important to note that the partner support team is the best means of receiving individual support and assistance from Booking.com with account and property listing questions. 

 

Kind regards, 

Jarratt

2
Follett Rachel

Hi Jarratt i refer you to my earlier response to your earlier reply. 

Indeed the partner support route might be the best option. Trouble is that it totally 100% is a hopeless option. For the reasons I explained in my earlier message to you, the partner support team have no control over verification. Verification are a separate team. Partner support have no way to verbally communicate with Verification teams. Unless you have a contact number for verification teams its not helping us simply showing us how to find a number for a different department that is unable to resolve.

Partner support will send an email to them (they wont give this email address to partners though). The request is simply to "hurry up" the verification and it falls on deaf ears. There is no response back. I asked a second time for partner support to contact verification and was told that it would be "a waste of time as 1 message is enough" I called again later and insisted partner support contact verification so i know 2 messages have been sent. The response? NOTHING.

If we knew what the issue was we could work to resolve it. If we knew what the problem was (covid? Lack of staff?) we would be patient. If we knew definitively how long the process might take we could work on other marketing options. The problem is that we all feel we are being "strung along". I was told a week to 10 days. This changed to 20 days, this changed to "you should hopefully be verified by wednesday. Now it is well over a month. This "Partner is still waiting in the dark.

2
Julian Philpott

You keep saying talk to customer support. What you appear not to be acknowledging is that, whilst they've been helpful and supportive in other matters, on this point, they are entirely unable to assist and resolve the issue.

1
Moderno y refo…

we have the same problem. the property is close for 30 days and no one calles us. is it leagel????? 

B.
Jarratt - Acco…

Hello, 

 

For assistance with this please contact the partner support team, you will find contact details in the extranet where you can choose to send a message, or access the Partner Support phone number. Both options are available by clicking on the Inbox tab, then choosing 'Booking.com Messages'. 

 

You can compose a message to the support team, or find the contact number by clicking 'other options' on the right hand side, and following the prompts. 

 

If for any reason you can't access the extranet, you will find a list of public support number numbers listed here on the Partner Hub

 

Kind regards, 

Jarratt

2
Follett Rachel

It's not illegal but it's appalling that they treat partners so badly. They should be ashamed at the poor treatment they Subject us to. The shareholders of booking. Com would be horrified that something so simple to rectify, is costing the site thousand (who knows how much?) in revenue. Are they so cavalier that profit of their companies not important. Certainly they are cavalier about our inability to make a profit! Indeed they take away our ability to take any money so not only do we make no profit but we have zero income to cover our overheads. Appalling. It may not be illegal but its "criminal behaviour" 

1
Stephen Wolfson

We are another victim of this. We have spent countless hours and been told there is nothing to do and nowhere to call and no one to help. What a rapacious extractive business model.

2
Follett Rachel

ALL partners. If you have fallen victim to this and are losing revenue, why not add to this thread. 

Just a line to explain how long you have been "down" so far and an estimate of your lost revenue to date. 

Lets try and showcase the problem and force a change of policy....

2
Follett Rachel

Thanks for starting this thread. This is a huge issue for countless partners with properties that are missing months worth of income because of a flaw. The partner support team are unable to help so having info on how to find the "secret number" is pointless. Read the whole thread to see why its not worth trying to contact them and read all the way to the end of the thread to add your own complaint to this forum. With numbers we might be able to force a change in what appears to be a common and expensive issue for Booking.com. Let them know they are failing you and you MIGHT help effect a change to their systems that will help countless others from going through this shambles. 

2
Julian Philpott

I've now given BDC 72hrs to resolve this issue with us before we pursue legal remedies and take our complaint to the watchdogs. We've been assured that the customer service representative has now emails all departments who are able to help, but I'm not convinced that this will change anything.

Point of note, on another similar thread, the BDB moderator gave advice that verification could be expedited via a video call. In speaking with Customer Service today, they told us they no longer offer this. We were also told that BDC no longer send postal letters with a PIN to verify against, despite what Jarratt has said here. It feels like the left hand isn't talking to the right hand. If trained BDC reps don't know the ins and outs of the business, how are Partners supposed to follow this properly? 

2
Follett Rachel

I spoke to BDC yesterday who claimed that the Verification team had tried calling me on the 13th. I keep my phone on me at all times and did not receive a call or a missed call. No message was left on my voicemail! The guy I spoke to also confirmed they would video call me on my mobile number. I asked how he would do that (what App do they use since i might not have the correct one downloaded). I asked if it would be Whatsap but he didnt know. Sounds like they dont know enough to support effectively?

2
Julian Philpott

I'm not sure how a video call would verify a location anyway but we were told they don't that anymore. Interested to hear how this unfolds on your end.

48hrs to go...