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?