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Wed, 15 Nov at 11:34
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We, the Booking support team, hope this letter finds you in good health and well-being. We are writing to you with important information about the new customer service and user experience regulations that are effective with immediate effect.
At Booking, we are committed to providing high standards of service and security to our customers. To this end, we have developed new rules that all hotels that co-operate with us need to familiarise themselves with and adopt. These rules include a number of important changes aimed at improving our customers' experience and ensuring their comfort.
Please familiarise yourself with the new rules and agree to be bound by them.
We would like to emphasise that failure to comply with the new rules may result in your property being blocked for bookings and not being searchable on Booking.com. This could seriously affect your visibility and bookings through our platform.
Best regards,Booking support team
1011 DL Amsterdam
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what are Booking.com to inform guests of current U.K. Government restrictions on overnight stays ?
Is there any advice on your BOOKING pages ?
I have received the first Invoices for Booking.com unilateral refunds of non-refundable bookings. In each case, the guests asked for and received a voucher andBooking.com then refunded them.I disputed these at the time and got the "this is final " denial of claim message from B.com
I disconnected my direct debit a month ago. I won't pay the disputed invoices.
I will pay all genuinely owed monies
What do you think happens next ?
It may be a necessity for some of us to cancel our direct debits with Booking.com.
Liquidity and cash flow are going to be a major issue for many of us "partners"
We should, of course, make every effort to pay what we legitimately owe in a timely fashion but this may have to be by bank transfer so that we can ensure that we pay what we want to pay when we are able to pay it. We would have the opportunity to query unjust charges before B.com deducts them from our bank accounts. There is plenty of time to argue those things with them but I would not want to have my bank default on a payment and hit me with charges because B.com is charging me for a disputed sum. I have refunded thousands of £'s to people who booked flexible term rates. I need to get NON REFUNDABLE guests to accept vouchers or understand the meaning of non-refundable. Booking.com telling non-refundable guests that I will refund them £,s will bankrupt me.
I actually want to pay this month's invoice earlier than the d.d date because My cash projection says I will not have enough funds on the due date. I haven't been to arrange any borrowing or grant funding ......yet (fingers crossed I will get some bridging funding.
I need time to juggle money around
I need time to administer cancellations
I need time to issue vouchers
I need time to double-check B.coms charging on the invoice due in 4 weeks' time. Nothing to argue about on this one but they have behaved so arrogantly, so aggressively, so unsympathetically so cruelly towards us "partners " there is bound to be controversy surrounding future invoices.
If we stop our direct debits it will give us the opportunity to scrutinise bills and settle disputes prior to payment being taken.
I am not advocating that we avoid paying what we legitimately owe Booking.com we can do that in a timely fashion by bank transfer
Booking.com and I are partners apparently. I am sure they will understand my Forced Circumstances if I change my payment method
Has anybody in the U.K .taken legal advice?
Booking.com are unilaterally telling people who booked NON REFUNDABLE rooms that we,(not Booking.com) will make a refund. That to my mind does not make us legally liable to do so. That is, to my mind, just Booking.com trying to look like the good guy. Do I actually have any legal obligation?
I would love to refund everybody, I really, really would. However, I don't have the funds to do so. I am offering date changes. That is all I can practically do.
Where people have made refundable reservations I am refunding promptly. I am clear that I have obligations to do that, moral and legal.
EVERYBODY who books here has a choice when booking. Full price and refundable. 10 % discount.= non-refundable
Why do Booking.com not ask guests to consider their insurance position?
I have to say I think it says a lot about Booking.com that they take a minimum of 15% of our revenue and then expect us.............THEIR CUSTOMERS to provide customer service responses.I am stunned that they do not offer advice on this forum.
It seems harder and harder to get the phone answered when we I call in and it takes an age to get a response from an e mail query if ever.
Customer service agents seem under pressure.I have had robotic and unhelpful responses recently..Things have deteriorated
yeh you ! I am reaching out about our partnership !
Yes , you can. Well at least I can.It may not have rolled out to everybody yet.
Look for these on the right hand side of the extranet booking page.
There is also a blocking tick box on the second click through screen