Payment overdue

Dear other Booking. com partners,

since over two month payment for Guests is overdue by booking.com.
I had sent several reminder to finance department. I did sever calls to the hotline.
Also the hotline says, that they can't get in contact with the finance department.

Meanwhile the amount Booking.com is oweing me reaches 1900,00 €

NO REAKTION from Booking.com.

I am a partner since over 3 years.
Is anyone else faceing such problems?

Best Regards

Profile picture for user m.adamopoulou.hotmail.com m
M Adamopoulou 2 years ago

Hi Ralf and welcome to the Partner Community.

Yes many partners are having problems with Finance Dept…including me…


Exactly the same situation as you…many emails…many calls…


BDC has to improve the communication with us partners immediately…


Ralf Schubert 2 years ago

Good Morning Miss Adamopoulou,

1st. Here are some adresses you should know:

'Booking.com Customer Service' <customer.service@booking.com>; 'glenn.fogel@booking.com'

Glenn Fogel is the CEO of the Booking.com companies! All that adresses actually seems to work, because I got no reject.

My first letter to Glen Fogel had the following contend (Screenshots skipped).


Dear Mr Fogel, dear Glenn,

As you can see from the screenshots the last payment from you company for bookings was done in September.

Meanwhile the amount which your company owes me has reached nearly 1900,00€.

The following payment is now overdone since 2 month. You have collected the payment from the customers which stayed at my apartment and your company don’t pay me for my work.

For me it seems your company is betraying me cause you have collected all money from the guest and don’t do the payment to me. Is that the way you prefer to respect your partners?

Your Finance Dept. don’t answer to that. Not any phone complaint done from me within the last 3 months caused any reaction too.

How could it happen, that the payments are not shown in the payment info of Booking.com Extranet?

As CEO you are responsible for that situation!! Your partners network is full with comments like this.

May be you company has already insolvency but no one knows.

Best Regards

Ralf Schubert


The answer was typical:


Von: Booking.com Customer Service <customer.service@booking.com>Gesendet: Samstag, 6. November 2021 17:32An: ralf_schubert@yahoo.de

Betreff: Re:Payment overdue


Dear Ralf Schubert,

Thank you for reaching out to us.

We’re happy to help you with your request, but unfortunately we’re not able to proceed without some additional information from you.

Please follow these steps to make sure your message reaches the right person or team in a timely manner:

•             Go to your Extranet Inbox page
•             Create a new message
•             Choose a subject (e.g. ‘reservations’ for reservation related queries)
•             Click ‘Send message’

We will do our best to come back to you within 24 hours.

If your request is urgent and you need immediate assistance, please call our 24-hour support line. The local phone numbers are listed in the Extranet and on the Booking.com webpage: http:&#47;&#47;www.booking.com&#47;content&#47;offices.en-gb.html.

Thank you again for partnering with Booking.com, and we look forward to continuing working with you.

Kind regards,


Dimitrios C.

Booking.com Customer Service Team

This is my answer:

Dear Dimitros,

I think you want to fool me!!!

Do you ask me to write you again via Extranet? What do you think what I have done the last 3 Months?

You are asking me if the request is urgent??? What do you think what status it is when I wait since 2 Months for the payment without getting any answer from your support??

Your account for being patient from me is exhausted!!

I await the payment asap what means within 3 days!!

Best Regards
Ralf Schubert

The anser from this morning came from Helena from Booking.com service.
The contend was the same.

This is my answer to that:

Good morning Helena,

That's exactly what I'm not going to do. I have already submitted my complaint at least 4 times in the last 3 months. I have not received a reply so far. Only automated replies. I am not interested in your technical reasons. Just make sure.., that the money is paid out.

Only such text contents:


If your request is very urgent and you need immediate help, please contact our 24-hour support by phone. You can find the telephone number under the tab "Mailbox&quot; in your extranet and on the Booking.com website:



show me that you either don't understand your technology or don't even have a rudimentary grasp of it. I see your request as just another delaying tactic. Maybe your shop has already gone bankrupt.

Just the statement "If your request is very urgent..."

What do you think the status of a request for payment after 2 months is?

Apparently you still want to take the piss out of me!

Just one thing to "Good Sunday morning": If the outstanding payment is not in my account by the middle of the week at the latest:

I will

1. ask the following guests to call back their payments for the bookings they have made.
2. ask the guests to repeat the booking via AirBnB if they are still interested.
3. publish any correspondence that takes place here on my Facebook page.

Always remember, the internet does not forget. Enough of these games!

Have a nice Sunday

and many greetings to your CEO

Ralf Schubert


By the way, I have outstanding bookings from Booking.com.
I have also informed the next guest from the situation and confirmed his booking.
But I asked him to retract his payment, because the situation is, that booking.com has collected all payment, but they don't pay their partners. Betraying is a hard description for that, but I think it nearly describes what actually happens.

Best Regards

Ralf Schubert 2 years ago

Thank you very much.

Meanwhile I have informed my next booking.com guests about the situation and asked them for help in that way, that they retract their payment.

The answers are positive.

Have a nice day

Profile picture for user m.adamopoulou.hotmail.com m
M Adamopoulou 2 years ago

So sorry that we must find other solutions……


Wish you all the best….



Ralf Schubert 2 years ago

No, we don't have to be sorry.

Booking.com has to pay for the service we offer them. And they don't have to pay when they  want, they hav to pay as described in the contract. I am really pissed now.

If they think they can play games, then I show them where the hammer hangs!!

Best Regards