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Complaint against Booking.com
Hi all,
I want to make a formal complaint about the appalling way Booking.com has handled a situation and I wonder if anyone has the contact details for the Partner Complaints/Customer service section?
Booking.com refuse to give me this information and is just refusing my requests in an incredibly unprofessional and rude manner. (Honestly I've NEVER been treated so badly by an organisation in all my life!)
Any help gratefully received.
Many thanks
Hi
its on the bottom of this and every other page
Submit a complaint
BrookeAve. It do not really work. I am currently in dispute with BDC over BDC clients who never showed or showed and when challenged about the no, of people who had arrived against the no. the booking was for left without paying and it was too late that night to re let the room, I have spoken to 8 different customer service people in the last 3 to 4 weeks. No resolution to the problem. They are threatening to cut me off. I can only see a legal battle looming. So there may be info at the bottom of each page. But it does not mean there is the correct help available.
I have exactly the same problem. I short paid an invoice by the amount of revenue I lost (less commission), and all get in response to the numerous replies and requests to customer service is telling me I have short paid (which I am fully aware of) but never address the issue. Now I have been suspended.
I echo your feelings and feedback about the customer service complaint or reservation related complaints or complaint team behaviour or ethics or performance.
Until management found/actioned internal staff rude behaviours, it is one of the worst company to Partner with to do business,
Unfortunately there is no regulator we (I am not aware) can report about Booking.com Partners issues for justice or resolution.
Customer Service or Reservation Teams NEVER admit/accept their failures or problems or issues, instead blame Partners OR they don't respond to issues - May be terrible managers or senior management team members.
Always in favour of Guest who pays money to booking.com and generate revenue for them.
Summary - Personally I felt like Cowboy style operation/organisation. based on my numerous issues experiences. Also complaints core contents or factual's are not reaching manger, management or senior management of the organisation i.e., I guess ground reality of Partners issues are masked and unknown to management team.
If any one knew how to bring it to appropriate management team knowledge that will be a great relief to all the Partners.
Hope one day this message will reach correct manager or management team member.
I have just been suspended from receiving new bookings. I short paid an invoice due to a similar problem to Sales above based on my loss (less commission). I have responded every time they told me I have short paid (which I am obviously aware of) but they say I have never responded. A helpful customer service person told me it was escalated in credit last week but again no response. Does anybody get resolution?
The front person you speak to is always very nice and says exactly that
it has been escalated to customer service or accounts
However then you will get a message saying that you are in default and and there is no resolution to your issue except to pay
Kind Attention: Amy S. Lee, Grievance Officer
Since November 2022, I have been struggling to get this simple matter resolved with nameless customer care executives on Booking.com. Compared with other OTAs like Airbnb, Booking.com do not have the system of a dedicated case officer being assigned to resolve any case raised with them. This has caused endless frustration over the past 5 months to resolve my case of Chargeable Cancellations.
GRIEVANCE 1:
Over 25 phone calls to the customer care team and over 30 messages on Extranet on the subject.
During my above phone calls with the customer care team, I have discussed specific reservation numbers and my messages that need to be addressed. However, they appear to be messengers who pass on the message to another team to resolve. This is ONE problem. The grievance does not directly reach the team that can resolve the problem. Perhaps an important part of the message is lost in translation.
In my exchange of messages with the Booking.com team, each message is responded by different Executives without caring to look at the thread of conversations. They provide generic responses, which are mostly disconnected and unhelpful, and unrelated to the crux of the matter. If I respond to the first response, I receive another generic response teaching me how to dispute an invoice (which I had already done!!)
I had requested for call back from the concerned department to resolve the matter but they have not bothered.
THIS IS UTTERLY FRUSTRATING...................
It has been 7 years since my property was listed with Booking.com and I have NEVER had such a nightmare until I faced this impasse with your team.
GRIEVANCE 2:
We have a POS machine at the property, which can be used to swipe cards at the property. The card can be swiped after the guest arrives at the property. This POS machine cannot charge online cards hence my property do NOT have the ability to charge online credit cards.
Given the above, we are unable to charge any guest that cancels before arriving at the property. I have repeated told this to your team but to no avail.
The following DISPUTES were raised for commissions and taxes levied on "Chargeable Cancellations", a term newly introduced and imposed by Booking.com in 2022. This was levied without verifying whether the property actually charged the guest for such cancellation or not. The below reservations were disputed for the months of March, June and July 2022:
1. Reservation 3777697714
2, Reservations 2634464193, 3260452598 & 3884254258
3. Reservation 2865955877
We have had similar cases where Booking.com reversed the charges levied against several bookings including one such reservation cancelled during the month of February 2023. If so, we cannot understand why charges against these Reservations cannot be reversed by Booking.com.
Please note that Booking.com cannot expect a property owner to pay for commissions and taxes unless it has been received from the guests. I cannot pay Booking.com from my own pocket. This cannot be expected to be a working model for an ongoing business firm.
GRIEVANCE 3:
Due to the above, an amount of circa Rs. 4000 is shown as OVERDUE from my property and since 07 February 2023, my property has been shown as CLOSED or UNBOOKABLE on Booking.com. I have lost revenue for the past month due to this UNFAIR and UNREASONABLE action by Booking.com. I will be struggling to make payments to Booking.com for the month of February 2023 as my revenue from this OTA has dried up.
Over the past 7 years, my records will show that I have been very prompt with payments to Booking.com every month. I have never left any payment due in abeyance. Despite repeatedly messaging Booking.com about my situation, my predicament continues unabated.
I hope your good office will be able to intervene and quickly resolve the above listed 3 grievances, which will not only resolve my frustration but also help improve the way Booking.com resolves such problems.
I am available for phone calls on my number +919995050455.
GRIEVANCE 4:
In several messages from Booking.com, they repeatedly directed me to follow procedures. This procedure apparently calls for the following:
In the event that the guest cancels prior to arriving at the property, the property should mark the guest credit card as INVALID.
I refused to do so for the following reasons:
Given the above and if I indeed followed Booking.com directive and marked a guest credit card as invalid, this would be unfair on the guest. What if the guest sues the property for such wrong practice? Will Booking.com indemnify the property in such cases? I do not think so.
It was because of this predicament that I refused to do any ILLEGAL activity, which could invite trouble for my property.
Due to the above, an amount of circa Rs. 4000 is shown as OVERDUE from my property and since 07 February 2023, my property has been shown as CLOSED or UNBOOKABLE on Booking.com. I have lost revenue for the past month due to this UNFAIR and UNREASONABLE action by Booking.com. I will be struggling to make payments to Booking.com for the month of February 2023 as my revenue from this OTA has dried up.
Over the past 7 years, my records will show that I have been very prompt with payments to Booking.com every month. I have never left any payment due in abeyance. Despite repeatedly messaging Booking.com about my situation, my predicament continues unabated.
I hope your good office will be able to intervene and quickly resolve my 4 grievances, which will not only resolve my frustration but also help improve the way Booking.com resolves such problems.
There is no Grievance Redressal System - such an officer does not exist.
I found out on LinkedIn that she (named Grievance Officer) had long left BDC.
I sent the above Compliant on 12 March 2023 - no resolution in sight.
The above is simply to demonstrate the SAGA that we are going through since Nov 2022.
In my case, my property collects payment from the guests when they arrive and then we pay the commission & taxes to BDC.
However, BDC decided one fine morning to charge me for Guests who cancelled bookings before they arrived at the property. That's when it all went south.
My SAGA continues for almost 200 DAYS now with no end in sight. Booking.com simply continue to IGNORE messages. My property is actively getting guests from other online platforms and once I honor the bookings received till date, I will be forced to remove my property from Booking.com.
I have decided never to book an accommodation through Booking.com as that is one way we can reciprocate other than to go into legal battles.
Booking.com is by far the worst customer service I have ever encountered! I have faced the same problem. I have called, sent countless messages and I keep getting automated responses. My property remains closed and we have lost business for months. They should stop calling us Partners as there is clearly no partnership in their service delivery
The customer service i experienced with Booking.com was what you'd expect from very professional white collar internet scammers. They have sent me a bill that is incorrect and when I rang to query this charge they blocked and avoided my query. Trying to contact customer service has been a nightmare and now they have just dropped off and I cannot get an email through.
I had a guest cancel a booking 7 months ago and I have even printed out the cancellation form. It says on this form that the guest is able to cancel with 24 hours notice. But recently Booking.com sent me an invoice for the entire amount of the booking.( over $2000!) I tried repeatedly to get through to Booking.com and got blocking and avoidance. I finally spoke to 4 people ( had to keep trying :) at customer service who barely understood me and each read the exact same script. Each said they have a rule that they must ring me back to identify me - then they hung up and didn't ring back. I am starting to think this website has been set up by crooks.
The issue with incorrect invoicing and unfair suspension of accounts is absolutely shocking on booking.com they don't even care. I also have incorrect pending invoices reports on my account. These invoices were paid months ago and I have sent evidence as such. Booking.com customer service acknowledge receiving the payment then proceed to do nothing. I still get requests to honour my payments then I send evidence once again. Then they proceed to suspend the accounts. Booking.com is worse than a third world country customer service and I live in a developing country. I can assure you this is the worst service I have ever experienced. So backward.
I have had so many issues and only opened in March with booking.com
first they sent a guest who was not in my channelled system, and they had booked al my rooms themselves (booking.com bookings). Then somehow guest arrived without a booking in my system and they relocated the guest as I could not for a 4 day stay for $2895 which they had said was booked to me for $400 and expect me to pay the $2895
Hundreds of emails, messages via extranet and they will not respond until the $2895 i paid to them
They are now withholding all invoices for guests who have stayed with us and we have had many, until we pay booking.com for this double booking instead of asking the guest why they chose a $2850 booking against a $400 booking which really was not our fault
We use Little Hotelier as a channel manager, and I sent them a times stamp from Little Hotelier showing that booking.com was set to 0 on that day and the days prior and after
It was an Agoda booking and booking.com own Agoda
Now booking.com is cancelling all my forward reservations as they come in and asking me to relocate them when they are still showing in my system
Customer service is fair at first and understands the complaint however when it get escalated to their finance dept they refuse to answer the time stamp and just insist I pay them the invoice
this is bordering on criminal and will see legal advice