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Property Verification holding up payments….apparently

I listed my property and after the first booking I got an email to say the property would need to be verified.  They said it could take up to 25 days! That was 28 days ago and my payments are on hold until this happens. I have called and messaged via extranet and still no response from the verification team. I was told they would call me for a video call but no call.  I was told to send my Airbnb link still no response.  I only listed my property for a short term event.  So I no longer want it listed but still no calls.  
 

my question is this, can they legally hold your money when they have failed to deliver within the timeframe the required verification?  That is surely a contract failure, can you raise a complaint with FCA as surely they need to be registered to hold peoples money? Anybody know about this?

 

 


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Raymond muir 2 years ago

I  exactly the same I had three rooms up and nothing is being done about it I believe we are going to get nothing best bet would be to do what I'm going to do get off this site and do not book with booking .com again  

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Balzat Kabdygaliyva 2 years ago

We just need to sue all the victims. They understand that for that kind of money they will not go to court alone and they keep this money for themselves. There are tens and hundreds of people injured, and this is thousands and hundreds of thousands of dollars.

Profile picture for user Janita - Account Advisor j
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Janita - Accou… 2 years ago

Hi Laura, 

Thank you for reaching out.  If you haven't already please contact the Partner Support team to be sure this has been noted and escalated to the relevant department to be sorted out. We apologise for any inconvenience this may cause, and the team will contact you as soon as possible. Unfortunately I do not have a turnaround time for this at this stage.

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Raymond muir 2 years ago

Reaching out,  you should be paid ,  it's about time. We should get in touch with someone about this and make this public what is going on 

I'd like answers .

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Tracy-lea Connor 2 years ago

Please see my post re dishonestly or incompetence. They block accounts because they say the bank rejects pmts. I got hold of the reject stmt and it had some other persons name on the payment. I think they are doing this on purpose and all these silly excuses are just to delay payment because the cash is being used for something else like short term money market. I have now joined Citibank Booking.com own bank. Still did not get paid as stmt says Dec 30 now January 6. Citibank now investigating as I sent them my payout statement. Why would it take 10 days seriously 

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Peter Owen 2 years ago

Hi

we too are having the same problem but ours has been 21 weeks

like you we have been on the phone every week and still no further.

im starting to wonder if there is such a department called the specialist team.

again you will not get anywhere here as there are no officials on this forum

you ring the operator and it can be the first to pick up around the world, I believe the operators don’t even know if there is a head office

  1. They don’t have any numbers to call head office , they can only generate an e mail just like our selves
  2. No one from head office has called, we just get the same old e mail we are here to help.
  3. There not helping because they don’t know anything, they can only look at your file which you have yourself on the extra net.
  4. With waiting nearly 20 weeks and we have had very good feedback from our customers on booking.com but still the same old rubbish
  5. Don’t call them no point they just tell you the same thing as they did us the first week and it gets very tedious and boring after the 4th phone call
  6.  escalating to the relevent team ive done this 4 times and still no help and nothing from head office
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Peter Owen 2 years ago

Update 

just been verified by booking.com 

yippee 63 days later 

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Casa Giovanna … 2 years ago

This is the typical answers I received.

Instead that ( I am working on your case, and I assure will resolve it today).

Too many Useless replies from booking.com partner service of location verification.

Sad

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Kerry Fearnley 2 years ago

I was hung up today by customer services ...not the first time either. I am polite, never aggressive despite my sheer frustration at not being paid but the moment they hear what the problem is, wanting what is owed to me, they hang up! Shameful.

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Yvonne Burns 2 years ago

I called today ,sat in a Q for 1 hour 5 mins , no one answered then my call got cut off,useless bunch of people and company , 30 messages with noone taking responsibility,who regulates BDC  in UK Janita  ?, bet I dont get an answer 

Profile picture for user Janita - Account Advisor j
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Janita - Accou… 2 years ago

Hi Yvonne, 

I am not based in the UK sorry, however, I am sure this is something you could easily find if you did a web search. I am purely an account advisor, here to assist with general extranet related enquiries. 

Thank you, 

Janita

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Anonymous
2 years ago

Hi Janita.

 

Please assist, have not received my money in over a month!!

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Balzat Kabdygaliyva 2 years ago

They won't help. They have long appropriated to themselves, and you will be fed with the words "we will help", "we will call you back", "wait" and. etc.

Profile picture for user Janita - Account Advisor j
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Janita - Accou… 2 years ago

Hi Anonymous, 

Thank you for reaching out.  If you haven't already please contact the Partner Support team to be sure this has been noted and escalated to the relevant department to be sorted out. We currently have a backlog of properties to verify and the relevant team has been made aware of this issue. We apologise for any inconvenience this may cause, and the team will contact you as soon as possible. Unfortunately I do not have a turnaround time for this at this stage. 

Please note, we are not able to assist any further from the communities forum platform here so please reach out to your local Partner Services for any further information. 
 

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Balzat Kabdygaliyva 2 years ago

It's funny, she doesn't have time to get in touch at the moment, but she has time to sit here to read and write.

Profile picture for user Janita - Account Advisor j
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Janita - Accou… 2 years ago

Hi Balzat, 

Is there something that I can specifically help you with that is in the scope of the communities forum? This is helping you understand where you can find information? 

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Raymond muir 2 years ago

It's went on for so long I am ready to take everything down and do business elsewhere 

I don't have this problem with other sites I'm dealing  with 

What annoys me more I've been a loyal customer to booking  ccm for years always using your site for abroad 

 

Profile picture for user Claire - Account Advisor c
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Claire - Accou… 2 years ago

Hi Laura,

 

Sorry to hear about your situation. I recommend that you reach out to the team who look after your country and see if they can organise any other alternative verification. The process can differ across our offices. 

Kindly give them a call via your extranet under Inbox > Booking.com messages. From here you will either see a ‘Contact Us’ button or ‘See Contact Options’  then under contact us select the relevant topic > Other > then click ‘See all contact Options > Call.

 

Kind regards,

C.Chin

 

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Casa Giovanna … 2 years ago

Another useless reply, as I received many already too.

The local call center of partner service had only one answer..they can't do location verification, all they can do is forward my request to relevant team, ask them to accelerate my case, or..even to special team to work on my case.

How hard it is to arrange a location verification video calls? 

Need 3 months? Or more??

I even received an appointment 2 days ago, I wait, no call arrive.

Sad

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Raymond muir 2 years ago

There's no point you never get answered I got my invoice you where supposed to pay me on the 16th again nothing 

Just fed up with it 

You've lost a loyal customer as well I used to spend thousands using you abroad no more unless this is sorted out 

I'm not waiting anymore in your company booking anything unless this is resolved I'm due to go to Spain but I won't be using yous unless this is resolved quickly you have your money pay me that's all I ask 

I'm not chasing anymore 

Profile picture for user Claire - Account Advisor c
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Claire - Accou… 2 years ago

Hi Raymond,

 

I understand your frustra

tions but as we have noted, finance don't read this forum. It's a forum and not a way to ask for payment.  Kindly send a message in your Inbox, even if it's just a small sentence to remind finance that you have been waiting for a long time now for payment. 

 

 

Kind regards,

C.Chin

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M Adamopoulou 2 years ago

Hi Claire!

Very sorry to hear that so many partners have communication problems with BDC.

I have been sending millions of messages through my Extranet inbox since September for a payment problem and still nobody has replied to me except from empty automated messages with apologies and that specialists are trying to find a solution....nothing...no reply.... My local BDC office could not support me....only forward my request to BDC Headquarters...

 

Very disapointed...very unprofessional...this is not BDC...

 

BDC  Support Team used to call me on the spot when I had problems and always supported me the best way...Excellent....not any more....Cannot understand why!!!!

 

I know that Finance Team dont read this Forum but we  are desperated....we try to find a way to contact BDC....but there is a wall....the problem is that Finance Team does not communicate with partners....maybe BDC should teach them again  the importance of communication in the Tourism Industry....

 

 

 

 

 

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Yvonne Burns 2 years ago

Do think they read anything as its an automated reply everytime you send a message , quite frankly I think we will never see our money 

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Raymond muir 2 years ago
  1. I cant get through to anyone understand being doing this for over a month tried everything nothing g nothing nothing
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Yvonne Burns 2 years ago

Hi Laura Im in exactly the same position as you , had guests staying , booking dot com have blocked out my dates now as non bookable losing me income, and saying my property needs verification before i get paid  , utter nonsense, payment is overdue 1 month.   I have raised numerous complaints , messages and phone calls only to be told its sitting with the team to get verified !!! My next action is legal action . I will also be removing my property as soon as I get paid .

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Amy Cairns 2 years ago

I’m also in the same situation - after messaging repeatedly with no response, phoning and being told somebody will call back and do a video verification (then it doesn’t happen), I have just been sent an invoice to pay my commission?!

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jennifer moncur 2 years ago

Me too, have you received any payment yet?? This is crazy, surely it’s illegal to hold on to payments for services that have already been provided?
 

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Amy Cairns 2 years ago

Absolute nightmare! Such a horrible way to treat people. If they take the commission out of my account before paying me what I’m owed (which I think they will as I have been pestering them for over a month now), I’ll have absolutely no money over Christmas time. Did they tell you they would be taking the money even if they hadn’t paid you yet?

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Yvonne Burns 2 years ago

Dont pay theie invoices till they pay you 

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M Adamopoulou 2 years ago

Sorry to here so many complaints from partners....

 

Something has happened to BDC....not replying to endless messages only empty automated answers...

Very disapointed!!!

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Kerry Fearnley 2 years ago

Add me to the list of disappointed partners - no payments but expected to honour bookings. I don't think so......shameful behaviour from BCD.

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Amy Cairns 2 years ago

Personally I don’t think Booking.com will pay us. I have many friends in the same boat. I don’t know how they can get away with it but I can’t see the payments coming ever now 

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Kerry Fearnley 2 years ago

Booking.com is owned by Booking Holdings (they also own Kayak, Priceline and a few others) There are contact details on their website so my next step is to take this higher and report the withholding of earnings to them. They are based in the U.S (renowned for excellent customer service) and need to be made aware of what is happening to many of us as a direct result of one of their companies.

I for one would soon be bust if I continued to host my property with them and not be paid.

There are more companies out there that don't behave like this. 

 

 

 

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Petrus Carr 2 years ago

Have you received any solution as i am having exact same problem, holding over R40 000 in revenue AFTER serving guests but they do not pay. I get told to honour agreement and serve guests so youll think ok mybe ill get paid after serving THESE NEW SENT RESERVATIONS (previous ones still no paid) but no they just plainly keep money. Please if anyone can assist i cant even pay my staff because booking.com does not pay me..im about to close business doors its terrible what they are doing its a scam

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Laura Birrell 2 years ago

Hello Petrus - go over to a Facebook page called Booking .com not paying hosts you will see solutions there.  Good luck I am sorted now as a result of suggestions there. 

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Petrus Carr 2 years ago

Should make this public on hello peter or even report to Carte Blanch

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Anonymous
2 years ago

I am also not getting paid, 7 weeks now! They say my acc invlaid but I have sent letters from bank saying its authentic. They ignore all forms of communication! Automated replies. I have cancelled all my bookings myself and blocked my calendar. Disguisting service!!! 

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Kerry Fearnley 2 years ago

I have just received notification that I can now open my property on the site - there is also another invoice there saying I was due payment on 4th January for what is owed to me. Yes, I know what is owed to me and has been for a few months now - except the payment is still not made.

As Michelle has done, I have contacted all my future guests myself and arranged for them to cancel and book direct with us. I am not prepared to honour bookings that I will not get paid for. 

I am now trying to figure out how to remove all my details and property from Booking.com.

Good luck to everyone in getting what is owed to them.

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Anonymous
2 years ago

Received my money. Now all of a sudden my account is valid and they have a system problem with payments. Lots of lies. Once they pay you, open up again but let the guests pay you direct and you pay b.com their commission. 

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Balzat Kabdygaliyva 2 years ago

I contacted but they are not responding. One generally writes that it is not him, that I was mistaken. Although Booking.com has his name and phone number.

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M Adamopoulou 2 years ago

Cannot believe that BDC does not reply to partners…

This is very frustrating…

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Petrus Carr 2 years ago

Update - after trying all suggestions (By the way , thank you everyone) still have not received payment. No replies, no answers, i dont know what to do but to accept its been stolen.

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M Adamopoulou 2 years ago

Hi Petrus,

 

Sorry to hear that…no never give up….

I think Laura’s suggestion is the best one…

 

Laura Birrell5 days ago

Hello Petrus - go over to a Facebook page called Booking .com not paying hosts you will see solutions there.  Good luck I am sorted now as a result of suggestions there. “

 

Hope you get paid the soonest…

 

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Janita - Accou… 2 years ago

Hi all, 

Just to clarify, if you haven't already please contact the Partner Support team to be sure this has been noted and escalated to the relevant department to be sorted out. As you are aware, we have had a backlog but you can see from other communities across the community that the team is working tirelessly to get through all of these verifications and payments and properties are opening. 

We understand the frustrations and this is being escalated internally as well. As a part of the communities forum team, I do see all your comments and the ones directly mentioning me and my colleagues as well. We are working with our teams across the world as well to rectify these frustrations and doing what we can from our position. Please note, we are not able to assist any further from the communities forum platform here so please reach out to your local Partner Services for any further information.

It has been a rollercoaster of many years, for many people. We appreciate the kind and understanding comments directed to our team helping on this forum. We are also human. 

Stay safe.