Stay informed with the latest travel insights, analysis and expertise.
The latest Booking.com developments relevant to your business, while showcasing the great work you do.
Connect online with fellow Booking.com partners for the best tips and advice.
All you need to know to succeed as a Booking.com partner.
Looking for expert advice on making the right decisions for your property? Explore our solutions designed to help you achieve your ambitions.
Find out how to get set up, and read about our services and features.
please be advised that my experience with Booking.com has been very terrible. I thought the partnership would come with support but it came with nothing but frustrations. The booking customer service is very cold and not very helpful at all. There would be no changes in the review if it wasn't for their support dept and the persistence of myself and guest to get this fixed. I had sent several messages to Booking.com and got no response as usual. They are very unprofessional. I have even sent 10 messages in relation to other matters and even to their customer relations personnel and they have not addressed it to date. I have found out that as a partner I am not valued at all by Booking.com. Booking.com tries only to penalize me for cancellation of guests they overbook to my property or they will harass me in regards to customer complaints for refunds already returned by our property and the support always favors the customer not their partners I provide professional support for Booking.com when guests complain to me about them but they do nothing for their partners.They promise to replace guest cancellations but when a guest cancels nothing is done. No effort is made to replace the guests and guests can cancel last minute without penalty even when the booking states non-refundable because Booking customer service will always tell them it's up to property and then the guests tell you you are the bad guy and eventually you have to bend your policy because they tell you booking says you can exempt me from the penalty.I have to be strong to not close shop due to my frustrations eith Booking .com and tbe way they treat me as a partner.
Hi Hibiscus Beachhouse:
I read about your experience and my heart goes out to you. I am so sorry you had to go through that. I know the feeling and I can emphatize with you. I really think we all need to rally together and form our own coalition to support our establishments in this business because we all can understand the difficulties we face in the hospitality and tourism business. We also can formulate our own booking agency to provide us with guests, support, and satisfactory customer service. I hope all was resolved in the end in regards to the issues that you were faced with. Please continue to be good souls and do your very best for your guests and don't make a bad guest make you change and penalize the others. Good luck with your business and many good wishes!!!
Honestly, Booking.com was provided with all the pics of the condition of the room and his writing refusing all room service and housekeeping report and still nothing. This guy even tried to get money out of me prior to his arrival and I refused,lol. You really can't tell what you are getting until they are in but I can tell you I have had a lot recently. One broke our bedframe and never reported it. Costs over $600 to replace it. Now I do room check by even moving beds and dressers. You cant trust people to just own up to accidents.
Thanks for your response, I did report the guest for guest misconduct from the time when he started keeping dirty plastic bags,the utensils on toilet in his room,breaking out towel rack,stuffing washcloths down bath drain, and being unkempt, and throwing stuff at the staff in front of other guests. Booking.com did not care to about the misconduct because they still allowed the guest to post his review although he was previously reported for the above. The Guest had rotting teet and black dirty fingernails and was incontinent of urine and his room smelled of urine and he even hang his personal items over the toilet open area., very unsanitary. This particular guest went overboard with his postings. He posted his review in violation of the Booking.com standards and guidelines when he referred to our establishment as" Cult"but although Booking.com's guidelines in reference to posting and replying to reviews states that you cannot post any religious commentary in your review ,he was able to do so and they are still refusing to remove it,lol.
Thanks again. your support and encouragement in words has helped to lift my spirits and is encouraging enough to restore my faith back in mankind,lol. I will continue with my kindness. I always say I'm done but it's just talk because it's part of my character so I always revert back to it and then my friends always laugh and say you just can't change,lol. I am aware though, some people will abuse your kindness.
Thanks for the support and comments. I did report the guest for misconduct on extranet days before his departure and also charged his damage deposits post check out but note that his damages exceeded the deposit we had held.We are no longer bending over backwards to accomodate these guests because no matter how kind and attentive you are they are never satisfied nor do they say thank you. We have had people who trash our establishment and treat the things here and leave a mess as if they were pigs. We will do only the basic hosting not going above and beyond like we have done in the past. For example, we had a guest who came from another province and he forgot his medication, he was schizophrenic and he walked around all night disturbing other guests and we tried to relocate guest due to his issues and he refused. Instead of us calling the police and having them escort him out, we called his family and arranged to pay for his meds to be sent to the facility, it cost the facility $80.00 for all his meds to arrive by next day delivery.The guest never thanked us and at the end gave us a bad review even after our staff travelled with him by bus to get to his appt to show him the way because he couldn't get there even with directions. The other guest made requests for honey, brown sugar, jam, and earl grey tea. We got that for him and still he gave us bad review and lied about the condition of his room and that he had no phone when every room has a phone and he himself asked to not have phone,lol. People are just not honest and grateful today. They seem to have an expectation of entitlement. I am beginning to see that in this business.
I have not responded because I think he says she says replying would be just a waste of time as no one but our staff, the one guest who witnessed it, the guest who posted the bad review, and myself will know the actual truth. I am sorry to hear that Booking.com the booking agent that we have a partnership agreement with would treat their partners so badly. I guess it's all about the money.
I contacted booking.com about a guest that wrote a fraudulent review about our property with lies and even told booking.com that we had witnesses but the booking.com reviews team refused to remove the review posted even though the guest violated booking.com 's own guidelines and standards. It took over 12 days of calling and emails to finally receive a response via phone that they were not removing it. This guest was smelly and had urinated on his clothes and refused to have his room cleaned for over 6 days and he left room with 4 bags of garbage and body odor that would not go away. The guest also placed our utensils on toilet including his own personal belongings hanging over an open toilet seat, he broke our towel bar, and drain by putting towels in it. The guest made tirades of fits in front of our other guest, one incident he threw the phone from his room on my desk in front of guest and stated he didn't want it in his room because the FBI was listening in on his calls. The Guest had dirty nails and he was unkempt. With all the pictures and witnesses such as other guests, housekeeper and maintenance, Booking.com still refused, Does anyone know who is the CEO and how I can contact the CEO to review and investigate my dispute. We are sufferring loss of revenue and damages for drycleaning of towels and comforters, pillows and sheets used by this guest in trting to remove the foul odor that remained. The guest also referred to our staff and policies as " characteristics of cults" because we ask that no indoor shoes be worn inside and that you have your own indoor shoes or we will provide you new slippers at no charge.All other guests love the idea and it isn't a big issue but because we charged the guest for damages, he went on vindictive mode.