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Answered Answered

Location Verification

A month ago I received a message from Booking.Com to say my property had been selected for quality review and during this time the account would be blocked (so no guests could book).  I was informed this process would take ten days.

When I called Booking.Com I was told they post a security code and it can take up to 3 weeks to receive it.  After 3 weeks there was no post received.  I contacted them again.  They were unable to confirm whether the code was posted or not.  They offered an alternative and wanted to do a video of the property.  I explained I did not live in the same country as the property.  They asked for someone else to do it, and we agreed on a time when my local property manager would be available and two other appointment times when she would be available.  They did not phone at this time, and then called at a random time outside of the three dates/times given for the appointment.  Every time I speak with someone at Booking.Com I get an agent who says they cannot do anything as only one department does this, but you cannot ring or contact the department.  So it goes round in circles.

In the meantime, we have had some lovely guests who have left great reviews.  Surely, proving that the location is verified.  We also had one cancellation on a prime weekend (due to a large event in the city) which could not be rebooked, have not received any payments, and cannot take any further bookings.

Of course, we understand that Booking.Com has to combat fraud.  However, the "location verification" department seems unable to communicate with us, we cannot call them, nor email them.   It is now a month since we were blocked.  Has anyone else experienced this problem?   


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BrookAve 2 months ago

 

by post can take up to 5 weeks or simply request video method

 

contact partner support via 3 methods below



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.

 

Method 3:  *** public main lines via Where you can reach us

 

 


how to contact partner support via private assigned number in inbox

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Celia & David … 2 months ago

Thank for this, very kind of you.  We have already used all those contact options.  We were informed ten days, then 21 days, and now I see here five weeks.  We were also told rudely not to keep contacting Booking.Com and to wait (no time given).  So currently we wait, more or less five weeks now, so let us see how this resolves.

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Ayşın KAPLAN 1 month ago

Hello Celia and David Robertson. Is there a change in your condition? Since September 27 my property is closed for reservation. My business is on the verge of collapse. I've tried everything you've tried. Do you have any advice? When I called last week, the representative told me, "We have partners who have been waiting for 200 days." This is so funny and frustrating. I will have to close my hostel. :(

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Celia & David … 1 month ago

Hello Aysin and Everyone

After waiting more than 8 weeks, we made a formal complaint using the complaint page on Booking.Com.   We also instructed our solicitor who sent a letter.  After 9 days of filing the complaint, we finally got a response.  A competent person from BDC emailed us with clear instructions on how to do the security location verification.  We were offered two choices either the video call or if you have an advert on another portal (AirBnB, vRBO etc) with five or more reviews you can make a screenshot to show you are the administrator of the site on the other portal.  We were also offered proper pre-arranged appointment time for the video call (Whats App).  The call was arranged and took place as agreed.    We could then reopen our advertising on BDC, however, we then found out we had to wait a further two weeks to be paid as the payment cycles are every two weeks.    I recommend you go to the complaints page and list your complaint as they seem to have a process to respond to complaints (7 to 10 days response time).     Best Celia and David

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Ayşın KAPLAN 1 month ago

Could you explain in more detail how and where you wrote your complaint?

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Ayşın KAPLAN 1 month ago

Thank you very much. I already wrote here. nothing was resolved.

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Celia & David … 1 month ago

Sorry to hear that.   I suggest trying one more time and write that you have already made on complaint submission.  Write all the facts down.   I also told them I was asking my solicitor to send a letter if they did not respond within 7 days.    Good Luck!