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Yes, exactly. I expect in my example above, the customer didn't have travel insurance anyhow so have come after us for the money via Bdc.
What are you doing with the demands from Bdc? Are you bowing to their pressure or ignoring their invoices?
We had already agreed alternative dates with this particular customer and this was before there was a FM policy enforced by Bdc for Brazil. I just have no idea if Bdc can legally demand this money from their partners?
We're in the same situation. Booking.com refunding guests and demanding we pay the invoices they send us. For one reservation, the amount was R$4000 and booking.com have said they are sending us an invoice for R$4600! They won't call or respond to any of our questions so we're really not sure what is going on or if they are legally entitled to request this money from us for non-refundable bookings. The way I see it, this is a matter for the guests and their travel insurance providers. Why should loyal partners be footing the bill for customers who have agreed to non-refundable bookings.
Is anyone paying these invoices?
We're seriously worried about our future already without these unfair demands.
We are facing the same problem. We have a guest who booked back in December and entered the 30 period where they couldn't cancel and their booking became non-refundable. This was before all tourism stopped. The guest contacted us to see if they could get a refund and we explained that unfortunately the booking was non-refundable but we could offer alternative dates in the future, which they accepted.
A few days later we received a call from booking.com and we explained the above. They accepted that the customer had agreed alternative dates and the call was ended. An hour or so later, we received an email to demand we refund the customer and if we didn't, booking.com would refund them and invoice us. I requested contractual information to demonstrate that we are legally obliged to refund the booking and none was provided. I also requested a call from booking.com to discuss and no call was received. Today we received the email demanding we pay the invoice they are going to send us. The invoice they are sending us is for R$4600 and the booking was for R$4000!
Would be interested to see how many other partners are facing these demands from booking.com and if they are legally entitled to do? We face potentially going out of business if they continue in this manner.