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Damage Deposits by Booking.com - AT LAST!!!!

So after countless hours fighting Booking.com and endless hassle with guests, Booking.com have finally updated our group account to allow all the properties we manage to have Damage Deposits by Booking.com

No more asking guests to pay by bank transfer, no more phone calls from guests asking why Booking.com don't take damage deposits like AirBnB, no more chasing guests for their bank details for the refunds .....

It's great that we've got this at last, will save us hundreds of hours and a lot of hassle .... it's a shame that Booking.com took so long to be more like other booking channels ......


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BrookAve 5 months ago

 

wow really? whats the catch? lol been away so havent seen any new features nor emails from them on it.

 

I'm guessing they also cap the deposit based on their logic not the partners.

 

 

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Isle of Wight … 5 months ago

At the moment, I haven't seen a catch - and we can set the damage deposit amount.

The real benefit of the damage deposit is to act as a deterrent - guests look after properties in order to get their deposit back - they don't care that you've paid £1000 for a telly, they care about their £100 deposit.

The aim of using a damage deposit is not to claim for little bits, but to prevent damage that costs money and may cause problems to the next guests.

The real test now will be to see how things go. We hope that we won't ever need to claim on a damage deposit, but .......

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Isle of Wight … 5 months ago

So .... Damage Deposits by Booking.com is still a "pilot". They reserve the right to change terms and to impose charges in the future. For now, this is fine - providing that BDC notify guests that they are liable for damage and will be charged. If so, this should help prevent damage so should protect the next bookings - after all, damage deposits are primarily a deterrent in order to prevent damage and ensure the next guest is not affected. We'll have to see how this works though ........

The terms at the moment are:

"The following terms apply to the Damage Claim Handling Process (as defined below) between the Accommodation (hereinafter the “Partner” or “You”) & Booking.com (hereinafter “Booking.com” or “Us”).

Booking.com is launching a Damage Claim Handling Process pilot (hereinafter the “DCHP Pilot” or “DCHP”) , with a number of Booking.com properties in several countries across Europe, Asia and Oceania, according to which Booking.com proposes to act as an intermediary for the handling of potential damage fee(s) due to damages caused to your property by Guest(s) (hereinafter “Damage Fee(s)”), according to the DCHP communicated to your guest(s) (hereinafter the “Guest(s)”). By implementing the DCHP on your behalf, Booking.com will not require the upfront collection of a deposit, but a claim process will be initiated instead (according to the conditions below), which might result in the Guest(s) being held liable for the damage caused, and be required to pay Damage Fee(s).

Please note You can opt-out from the DCHP pilot at any moment - However, you agree and acknowledge that in such a situation, and if your Property has been booked through our platform during the time you were part of the DCHP pilot, then the booking will be subject to the present Terms.

By accepting Booking.com to handle the damage claim process, you are accepting the following terms:

  • Booking.com will inform the Guest(s) that:

    • they must keep your property and its content(s), including all furniture, electronic equipments, fixtures, fittings and effects (hereinafter the “Property”), in, on or at the Property in the same state of repair as at the start of the stay, and shall leave the Property in the same state of cleanliness and general order in which it was found when they arrived.
    • they are responsible for the safekeeping of the rental property and its contents, therefore they must remember, among others, to lock all doors and windows, and ensure that the Property is safe upon their departure.
    • in the situation where any breakages, damage(s) or loss(es) occur in the Property, the Guests should report it to the Partner, and request them to make a claim under their reservation, as soon as reasonably practicable, but always up to 14 days after the Guests’ checkout.
    • they are responsible to reimburse Booking.com/the Partner for the damage(s), breakages or loss(es) caused to the Property and its contents (as defined above) by the Guest(s), according to the DCHP, limited to the amount You agreed when signing up to the DCHP, and in any case to a maximum limit of 300 Euros or the equivalent in local currency.
  • Exclusions to claiming Damage Fee(s) may include general cleaning, ordinary wear and tear, theft of cash and securities, and non-physical damages like smoking fines and breaking House Rules. Exclusions also include any type of bodily injury or proprietary damage to Guests personal belongings or others, any kind of criminal activities, secondary/consequential loss, third party liability as well as any damages that might be caused by an event of force majeure.

    You also acknowledge that the DCHP is in no way an insurance policy set up by Booking.com to cover damages caused to your Property by the Guest(s).

    If you wish to initiate a claim process for these types of incidents you will need to handle the claim directly with your Guest(s), as these types of incidents are not covered by the DCHP.
  • You agree that in order to initiate a claim, you will need to connect to the reservation page on the extranet, and initiate a claim via the right side menu “make a damage deposit claim” button, where you will be required to complete a certain number of information (such as which item has been damaged, what is the exact damage, what was the initial cost of the item that has been damaged, etc.)

    You will also be required to provide evidence(s) of the damage/loss, as required on the extranet platform. Please note that without providing any evidence to the damage caused to the Property and/or its contents, Booking.com will not be in a position to be able to communicate your claim to the Guest(s) for potential agreement.

    Please note that you should not share any personal data or private information when formulating a claim through the platform, unless it is strictly necessary in order to support the claim at stake.

    In the situation where the Guest(s) do not agree with and/or reject the claim initiated, and/or do not confirm the damage(s) done to the Property and/or its content(s), you give Booking.com consent to review all communications between you and the allegedly responsible Guest(s) via the Booking.com Platform. In this situation, Booking.com might hold the right to not charge the Guest(s). Booking.com decision is final and not subject to appeal.
  • You agree that Booking.com will only intervene as an intermediary between You and the Guest(s), and will not in any way be responsible or liable for the claim, and will only intervene if no agreement is reached between You and the Guest(s).
  • You agree that You will be able to initiate a claim and request Damage Fee(s) from Guest(s) for the damages caused to the Property and/or its contents (as defined above), from the check-out date and up to 14 days after the end of the stay.
  • In any case, you agree that by entering into this DCHP Pilot, you will not be allowed to charge the Guest, even though you might already hold the Guest(s) payment details - and that Booking.com will be the only party to be allowed to charge the Guest(s), in the situation where the Claim will find itself successful.
  • You understand that for the time of the pilot phase, Partners will not be required to cover the additional costs of Booking.com collecting the money from the Guest(s). However, Booking.com might reserve its right, in the future, to charge the Partners to cover such costs - in such case, Booking.com will provide beforehand by way of notification the details of such costs.
  • To make sure Guest payments are protected and that Partners are properly compensated for the potential Property and contents’ damage(s), we require that all of Damage Fee(s) be handled through Booking.com.
  • If You, the Partner, tries to abuse the DCHP, and/or submit a fraudulent claim either by yourself or in collusion with the Guest(s), Booking.com will investigate the case and if any violations are found, Booking.com reserves the right to:

    • suspend Partner participation in the DCHP pilot;
    • suspend Partner payouts related with any ongoing and/or fraudulent claim process;
    • suspend or terminate the Partner Agreement contract on a basis of a violation of our General Delivery Terms.
  • These Terms shall be exclusively governed by and construed in accordance with the laws of the Netherlands. Save as set out otherwise in these Terms, any disputes arising out or in connection with these Terms shall exclusively be submitted to and dealt with by the competent court in Amsterdam, the Netherlands.
  • We may from time to time update and adjust these Terms, subject to prior communication (e.g. email or system notice) to You. Any updated or adjusted version shall replace and supersede the existing (current) version with such effect as set out in the notice of update/replacement."
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BrookAve 5 months ago

I just read through the legal speak,  its full of red flag catches as I suspected. 

 

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Liverpoolstays… 2 months ago

Hi

Does booking.com actually collect the damage deposit or is it just saying that if there is a damage then the host can claim up to the value of the damage deposit? If the latter then I am not sure that guest will be bothered about any damage done as he/she has not actually paid anything. Please let me know if it has worked in practice.

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Isle of Wight … 2 months ago

Damage deposit information is shown to guests in The Fine Print which appears at the bottom of the property listing and also on the printable Booking Confirmation that guests get after booking.

For properties taking damage deposits by cash / card / bank transfer, The Fine Print says something like

"A damage deposit of GBP 150 is required. The property charges this 7 days before arrival. This will be collected by credit card. You should be reimbursed within 14 days of check-out. Your deposit will be refunded in full via credit card, subject to an inspection of the property."

For us, with Damage Deposits by Booking.com, it says "If you cause damage to the property during your stay, you could be asked to pay up to GBP 150 after check-out, according to this property's Damage Policy."

The Damage Policy says "

Damage Policy Notice

Please note that by booking this property on Booking.com, you agree to the following Damage Policy:

  • You must keep the property and its content(s), including all furniture, electronic equipments, fixtures, fittings and effects in, on or at the Property in the same state of repair as at the start of the stay, and shall leave the Property in the same state of cleanliness and general order in which it was found when you arrived.
  • You are also responsible for the safekeeping of the Property and its contents, therefore you must remember, among others, to lock all doors and windows, and ensure that the Property is safe upon your departure.
  • You will be responsible to reimburse Booking.com on behalf of the Property for all damage(s), breakages or loss(es) caused to the Property by you and/or the rest of your guest(s).
  • Where any breakages, damage(s) or loss(es) occur, You should report it firsthand to the Property (as soon as reasonably practicable, but always before checkout), and request the Property to initiate a claim through the Booking.com platform, under your reservation number.
  • Partners will be able to request a damage fee from you for any damage(s), breakage(s) and loss(es) made to the property and its contents (as defined above) up to 14 days after the end of your stay.
  • The Property will initiate a claim through the Booking.com platform. Once completed by the Property and received by Booking.com, we will communicate the claim to you, for potential comments, agreement or disagreement:

    • If you agree with the claim, then Booking.com will charge you the agreed amount, following the provision of your payment details and upon your consent. Please note that the Property will not in any case be allowed to charge You directly of the Damage Fee(s) agreed between you and the Property, and only Booking.com (on behalf of the Property), and upon your consent, will be able to charge you for the agreed Damage Fee(s).
    • If you reject a claim and Booking.com deems your rejection valid, then we will close the claim and no Damage Fee will be charged.

Please note that during the entire process, Booking.com will only be an intermediary between the Property and You, and there cannot in any way be held responsible or liable, and will only intervene if no agreement is reached between the Property and You.

This Damage Policy does not include:

  • general cleaning, ordinary wear and tear, theft of cash and securities, and non-physical damages like smoking fines and breaking House Rules,
  • any type of bodily injury or proprietary damage to your (and your guest(s)) personal belongings or others, any kind of criminal activities, secondary/consequential loss, third party liability, for which the Property could seek damage fees outside of this Damage Policy.

It also does not cover any damages that might be caused by an event of force majeure."

Chocolate teapot? Who knows. I would say looks much like AirBnB and we all know that AirBnB won't support hosts. On the plus side, the guest is aware of the damage deposits, and this saves us a vast amount of time and hassle over taking deposits manually.

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Central Locati… 12 days ago

Has anybody has success in recourse to this?. I have this policy, guests caused damaged, its been 3.5 weeks and no joy from b.com to date, no single point of contact, each adviser gives a different response without reading the messages or history. 

I am loosing confidence in b.com's abilities in handling this dispute.

For now I have closed off my calendar and only using Airbnb.

Air bnb would deal with this inside 72 hours, they offer air cover free, 3% commisson on fees.

B.com 15%, call us a "partner" but when it comes to support, damage claims etc. it feels like everyman for himself.

I have a call tomorrow with b.com - im waiting to see if that brings a resolution although i am not holding my breath.

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Isle of Wight … 12 days ago

We had zero luck with AirBnB damage claims - not holding out much hope for BDC damage claims - and yes, agree with what you say about "partners" ....

The biggest benefit of damage deposits, on any booking channel, is that guests don't want to be charged, so most look after properties ....

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Central Locati… 12 days ago

Surprised with Air Bnb - Air cover are quick and fast, i am puzzled with b.com's behaviour event after having a deposit policy in place.