2
Answered

Location verification

I received an email on 5 October saying that a "location verification" has to be done,  which will take 10 days. During this time payouts are suspended and my property will be unbookable.  Its now gone 17 days and nothing has been done about the location verification.   It's almost month end - bills for the property are going to be due soon.  No payouts have been received from booking.com.  I have phoned on numerous occasions and consultants at booking.com say there is nothing they can do as it is the location verification dept that has to get this done.   They can't give me a contact number for the verification dept either and they say I will just have to wait.  This is ridiculous.   How do I get this location verification done urgently?  


B.
Janita - Accou…

Hi Sonia, 

Thanks for reaching out. There is no direct number to contact the department who takes care of location verifications I am sorry. Please send through a request via the extranet for this and they will reach out as soon as they are able to. 

You can compose a message via the extranet under Inbox > Booking.com messages. If there is no "compose new message" directly there then click on See Contact Options > select a relevant topic eg. Account > select a relevant subtopic eg. Other > then click see all contact options > Message > write your message.   

2
SONIA NABEE

In have sent numerous messages via the extranet.  All they say is "be patient ".  I am done being patient.   What is the way forward?  It's almost a month now and no joy whatsoever.   This is ridiculous 

B.
Janita - Accou…

Hi Sonia, 

Thank you for your message, we have received them all on this platform and apologise that we are not able to assist you directly with your issues. We have passed on the feedback internally ourselves and thank you for your patience with this matter. I know that doesn't remove your frustrations or disappointment but appreciate your understanding.   

2
SONIA NABEE

"my issues"!!!!!!!.....the issue seems to be on your side.  I am still waiting for your people to get the location verification done.  Its now a month gone by and no contact whatsoever from that department.  You were supposed to get someone to call me to do a video call at the property.  When is this going to take place????? I need answers please.  At least release my payouts for guests that have come and gone and already paid you for their stay!!! I am out of pocket because of this

2
SONIA NABEE

Janita, I need payment urgently of the money that booking.com has received from my guests that have come and gone.  It is unfair that we sit here out of pocket because of your delays and booking.com is earning interest on OUR money!!!  Totally ridiculous.  I need a time frame PLEASE.  When is this going to be sorted out?

2
SONIA NABEE

I demand an explanation as to why this is taking so long.  Simply asking me to be patient is not enough.  WHAT IS THE DELAY?

It's over a month now

B.
Janita - Accou…

Hi Sonia, 

Thank you for your messages. These have been read and acknowledged and passed on to the relevant team regarding your frustrations. Unfortunately I am not able to assist your specific property as this is a public forum and we do not know specifically the circumstances of any specific listing. The team does have a backlog and they are working through this as quickly as they can. They thank you for your understanding with this, and I thank you for your understanding regarding this platform and the capabilities we have to be able to assist. 

Have a great day!

2
Wow Farm House

I also have the same issue... booking.com is so pathetic in this... my property is in closed status for more than 45 days now... no responds... simple asking me to be patient.... 

they say they dont have people to do the work... bull s*it*

2
SONIA NABEE

It's really disappointing.  They have suspended my payouts but I am supposed to honour all bookings.   I am now funding the expenses out of my own pocket.   I am very, very disappointed in booking.com.  i never expected this kind of treatment from such a "reputable " company.   Is there no higher authority that can deal with this?  All I get is a consultant on the other side who offers no help at all but just asks me to be patient.   My patience has worn out now.  

2
SONIA NABEE

I'm in South Africa.   

Nothing from booking.com!  No response.  No payouts! My property marked  "unbookable".  So frustrated. 

 

1
DCS Pillay

How do we report them for this? They take our money, people are coming and staying at our place yet they don’t pay us out for it pending this ridiculous location verification. I wonder if there is some sort of ombudsman in South Africa we can report BDC too. This has got to be illegal. The South African postal system is shoddy, mail will never reach us. 

2
Wow Farm House

Waste of time in talking to booking.com

Waste of time in mailing them and you will get standard mails.. ask to be patience... they really do not know the meaning of patience. they are trying to make us patient only. My BP has gone high while talking to these people.. simply waste of time. AIRBNB is much better. they did everything online.

1
Armelle Guillot

Same here, it's been over than a month and they owe me 800 euros. I called them more than 10 times and sent several messages, I don't know what to do. I hope Janita is not going to answer my message telling me to send through a request via the extranet...

1
Armelle Guillot

No news... I've stopped trying to contact them. Reading all those messages convinced me there was nothing to do.

I'm in France. And you? 

2
Sabina Balague…

Salut Armelle, I’m in Germany, I went to see a lawyer yesterday.  we will send them a letter this week.

actually I do believe that they dont have enough people to manage everything, they have 350 open job  positions on their site. Someone (manager!) decided on this location  confirmation by video (bad idea in itself) and there is no one to do the job.  I have been in so many  companies by now , in meetings these guys come up with so many “good” ideas, it’s mind-blowing. Actually I am married to one of these managers with good ideas. just an example:

We keep chickens, and they are not laying many eggs, but we don’t know who are the good girls, and who are the bad. So my husband proposed to give each one a stamp, so they can stamp their eggs. Of course this was a joke, but it shows at what level of abstraction they think. 

Anyway it will be a fight to get our money. I will let you know.   

2
SONIA NABEE

Please let us know how it goes Sabina.  Im still sitting in the same position.   Im in South Africa.   Haven't been paid out since September.

2
SONIA NABEE

Its sad really.  They have received the money from my guests and are sitting with it.  That's ridiculous.  All they can say is "be patient".  Why can't they pay us out in the meantime? They are gaining interest from the bank on money that they have earned through our properties.  Totally unfair! 

2
Sabina Balague…

For me ist is exacly the Same.  booking banned me out of the blue, invisible, not bookable, no money transfer, no support.

THIS IS CRAZY!

 

2
SONIA NABEE

Nothing has changed since 5 October!!!  Still in the same position.   Still being told to "be patient".  

Really frustrating.  Its long over a month now

2
Sabina Balague…

Hi sonia,

thank you for your reply.

 I will see a lawyer. This is fraud. They have no reason to treat us like this. We are the tiny players but not without a voice!

i invite you to  get into contact outside of this platform. What country are you?

Please send me a message 

my full name at me. Com 

best regards Sabina Balaguer 

 

2
Sabina Balague…

https://partner.booking.com/en-gb/user/564194  

did you Check out this thread?

it is probably worth to folllow their steps:

-set up a new Account with booking, it will bridge some time untill it gets frozen.

-get credit card Reader, so you owe Booking.com and not vice versa  -send formal letter of complsints as described 

 

 

2
Wow Farm House

Yes they dont have ppl to work,,... may be they did not even paid for their own workers too...

there is no team called verification team.. its a bogus.... do not believe... send the lawyer notice or whatever you can...

you can open new property to list your place on otherside. but if the payment is thru booking.com that a issue again... in india... we collect the payment not booking.com 

so opened be list for my property and they allow 20 bookings. 

2
Wow Farm House

Try google business.. its worth trying.. I get call directly so i dont need to pay 20% comission to booking.com...

if you spend few $ they will advertise your property too... 

 

1
Colin Sage

Hi Sonia / Sabeena / wow farm house, 

have you had any progress in your situation?   

I am in the exact same situation. Currently 23 days waiting on process verification. I have already had a booking come and go and I have received no money for it.  

Having read through this forum and seen the amount of people complaining about being in this location verification process for months, I am becoming increasingly concerned that I am being conned out of my money and will never receive it.   

i am completely fed up being told to be patient by booking.com. 

2
SONIA NABEE

I have had bookings every weekend  since 24 September and a long stay im between of 10 days.  I was only paid for the very first booking.   Booking.com owes me over R10000. That's quite a bit of money here in South Africa.   Since 5 October I have not been paid because of the so called "location verification".  They say the same thing to everyone - be patient.  I also feel like we are being conned.   Booking.com has collected the money already and refuse to pay us out.  

1
DCS Pillay

I am in the same situation. I am owed about R6000 and it’s now almost 3 weeks with no payment. This is my income and only way of keeping my place running. They keep saying someone will contact me but yet nothing. I’m also starting to believe we are getting conned out of our money. Surely this is fraud. In this day and age with technology, how can they not easily verify a location. 

1
Colin Sage

Surely all they need to verify that the property and listing is genuine is that we have already hosted guests ?  

why can they not contact the previous guests for a review and use this as verification ? 

2
SONIA NABEE

Precisely.  Guests have come and gone and posted positive reviews on the site. That should be proof enough that our property is legitimate 

1
paula davies

Hi, wondering if you guys could give me an update. I am in the same position. I am in UK. Have contacted booking.com several times via telephone and messaging on extranet. No further forward since 29th October. I have had guests stay. Booking.com owe me in excess of £2,000. I am getting nowhere. Any suggestions?

1
Colin Sage

Hi Paula, 

I’m afraid I’m no further forward. After making constant phone calls and extranet messages I was told I would receive a video call to compete the location verification process. I’m still waiting. I feel this is just another stalling tactic employed by booking.com to get me off their case.   

my extranet messages are now being ignored by booking.com so I phoned this morning. I was told my case was passed to my local office (Edinburgh) yesterday and someone will contact me. I’m not holding my breath. 

2
SONIA NABEE

Hi Colin.  This is exactly what I have experienced with booking.com.  Same story to the letter!  It's as if the consultants are trained to say the same story to us all. 

On my call to them last week, they said most hosts who have been waiting for almost a month now are being contacted for the video call.  This is because they have a backlog, apparently 😣. So I'm hoping to be contacted soon...but not holding my breath.

1
paula davies

It’s absolutely crazy Colin and even more worrying to see that there appear to be many many others in the same position!

I was urged by them to honour guests bookings whilst they hold onto my funds.

I haven’t been offered a video call yet. I’ll try them again.

Please keep me posted. Hopefully you will have this resolved soon!

1
Colin Sage

I was told I would receive a letter which didn’t arrive, I was then told I would receive an email, which I didn’t. Only after complaining continually I was told I would receive a video call - but no timescale was given.   

yes it is a real concern that so many people are in this position.   

1
Mo Mwatumu

Hi there, I am also experiencing the same issue.

What would happen if I cancel all the bookings in my calendar for Booking.com?

I cannot continue hosting guests if Booking.com is blocking my payments. and it is our busy period in South African, cannot rely on Booking.com alone. 

2
SONIA NABEE

Hi Mo

That's a good idea. 

Booking.com expects us to continue hosting guests without payouts, while they collect the money from our guests and make us wait.  Absolutely frustrating and so unethical.

1
Mo Mwatumu

Hi Sonia, it is very frustrating. And we cannot continue working like this. I have guests that booked for this weekend, I will contact them and advise that I cannot host them and they can contact Booking.com directly. 

The whole point of registering my apartment was to make money, not host people for free. 

2
SONIA NABEE

Exactly!

They owe me over R10000 and expect me to continue hosting for free! Its madness.  I've been spending money out of my pocket to pay for cleaning/sanitizing/electricity/water/levies, etc.  As a result I'm out of pocket now.   Booking.com's policies are ridiculous.  Rather post on another site.   

Where are you situated Mo?  Im in Ballito,  DBN

 

1
Mo Mwatumu

I agree with you, it's insane. They also owe me just under 10K. I am in Umhlanga. So what is your plan of action? December is around the corner and it is very busy. 

1
Colin Sage

Hi Sabina, 

Could you tell me how you went about making an official complaint to booking.com ?   

Thanks,

Colin 

1
paula davies

Thanks Sabina. I’ve just submitted a complaint too. Hopefully it’ll get things moving but I’m not holding out much hope!