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Today I received an email by Booking:
Grazie per la sua collaborazione con Booking.com.
Come da lei richiesto, la prenotazione del nostro cliente in comune ***** (n° ******) è stata cancellata. Il cliente è stato trasferito in un'altra struttura.
Siamo lieti di comunicarle che non dovrà pagare la commissione per questa prenotazione.
In caso di dubbi o domande in merito alla prenotazione, non esiti a contattarci. Siamo a sua disposizione tutti i giorni, 24 ore su 24.
Telefono: ****** Cordiali saluti,
Assistenza Clienti Booking.com"
Translated by Google:
"Thanks for your collaboration with Booking.com.
As requested by you, the reservation of our shared customer ***** (n ° ******) has been canceled. The customer has been transferred to another facility.
We are happy to inform you that you will not have to pay the commission for this booking.
In case of doubts or questions regarding the booking, do not hesitate to contact us. We are at your disposal every day, 24 hours a day.
Telephone: ****** Best regards,
Booking.com Customer Support"
I replied please kindly provide me with your proof of such an alleged request by us, as it should have been sent by us in a message or email. Then few seconds later I received another email (this time a no-reply one).
"Thank you for getting in touch.
This email address is no longer monitored. If you need to talk to us, please visit our Customer Service Help Centre.
Go to our Help Centre
Need to manage a booking? From your account, you can cancel, make changes or contact the property.
Manage a booking
Booking.com Customer Service Team"
After 5 weeks, it seems very futile to try more, as there seems no ears in Booking to really hear my voice. I have told them my willingness for any clarification, check and inspection (even I said I can provide them with private documents like bank things, ...), verification, compensation, and guarantee. What more can one do?!
If the response to it includes no result other than the same utmost vague words of not being possible to be open based on sufficient reasons in the letter (no reason at all in the letter), perhaps it means it's better not to waste time.
You mentioned you changed the ownership. May you please tell me about it? Contract is now terminated. Could I sign a new one? It means complete miss of so much effort into the work collected in reviews. Or how might I go through the change of ownership?
Second question; As I spent much time over this problem, I would like to write all in a topic to quote all I received there (without names of people). It may help other partners, so it could give me a feeling that not all my time was wasted over the past weeks. Also it may be noticed by a Booking manager in the future (as I see sometimes they responded to some posts) for them to re-consider their procedure and to make it more efficacious. Would I be permitted? Could I quote all received (without any name in it)? I dislike complaints and it will be just with constructive motivation. I ask it as I feel very unstable even over simple things after being treated so unfair and so vague.
Dear New Seoul Hotel,
I hope your problem is resolved already. Our property is in suspension as well and I was unsuccessful in receiving any information from Booking. It seems it would be over the reviews as well (as before suspension no-show reviews received). Could you please update us of your case?
Thank you for the reply.
Yes, I have seen these numbers, but all are city-based and there is no mention of any national office for example. I have tried the number shown for Rome, but no result. Actually always it is answered by a person supposedly from a different center like from Barcelona, Amsterdam, Berlin, Italy, ... Do you mean that I should try numbers of other cities in Italy (perhaps a city like Milan which could be the main one in Italy)?
Firstly, your kind consideration in writing your problem here and then not stopping it and continuing it to mentioning of the final result is appreciated, as it may help others.
My property is delisted for more than one month without any previous warning. No point is mentioned in the letter of termination and after so much try in calling support team and messaging on extranet, it is still closed and I don't know even the topic of the issue.
I read your point and added to a no-show review recently received, I thought it could be the origin of problem for us as well. I checked all reviews received, found a few more no-show reviews, and sent a complete report to Booking in message. There could be frequent travelers to the same accommodation. So if you have been warned for it, I could be sure that we are closed for those no-show reviews. However, I am still waiting and no bit of result. I am said it is in hand of local office and the support team cannot connect me to them.
No account manager is assigned to my Extranet. I am wondering how to resolve the problem. If you may have any suggestion I would be grateful to hear it from you. For example, how to speak with local manager that you mentioned? I have just support team number.
Thank you for your points responding and helping others.
It's more than one month that our property is suspended. Could you please let me know how to call the national office? No account manager is assigned to our property, and no way to call directly even the local department. All is support team who say are unaware and cannot connect me to them. So I am wondering how to go up the chain as you have mentioned it may help.
Sorry for my delayed response.
Both bad and good among them. Fortunately some points about some of them are found. One local traveller who was reported and even blocked because of his misbehavior (had direct call and double confirmed, but didn't show up and didn't pay and even didn't cancel, so blocked the room and made staff wait long for him, so irresponsible), but a 10 from him is received. The other local business Genius traveller who paid, but didn't show up (so made no show and commission paid to Booking), however just few days ago (which means around one month after his no-show and by a reservation on Expedia) came. A review of 10 on his side is received on Booking after his stay!! Bad review score by a guest who was made no-show (was relocated and exactly on those days when lock-down started in Rome).
I think when a reservation is marked as a no-show (with or without waiver), it means no stay has occurred and it means it is declared to Booking, therefore it should not make any host go into trouble, as, due to any reason, one may not be able or find time (at least in a period) to continuously extra-check everything. However, as you mentioned about automation of the system, perhaps it makes some problems.
Thank you pibomarco for your kind help. I hope the others who had same sort of problems would have continued their discussion to let the others know about their result.
Anyway still waiting ...
I really appreciate you.
Yes, I think it has been sent to me automatically, but the problem is that going back online could not be in a pre-defined way and it needs someone at Booking to do it (who is not reachable to me). I see that many, like your case, have been told at least of their problem subject, but for me it's in the most general form possible (fraud and irregularity) which makes further investigation to our property record difficult.
The problem in letter is that all requested statements are based on my understanding of the reason (such as identifying individual and taking actions or stopping that activity). Now I feel even that letter is not a tailored one, as I sent many messages and no bit of indication of them in the letter. Anyway I think you are right. Before my reply to it, I was mentioned by support team that it will go back online soon, but after my reply and asking for reason, instead of understanding it, I went to another waiting period. Just I wanted to honestly reply it. Anyway, I think the first and main step is to understand the reason and I am spending all my time on it. Partner hub could help me find it.
Thanks to some points mentioned in partner community, just recently I noticed something odd in reviews (around 3-5 such reviews in the few days exactly before the closure). Reviews are received while reservations are no-shows (and made no-show in due time)! Now I strongly feel it could be the reason, specially if termination is automated. I checked all of them and yesterday sent a new message to Booking reporting all in details. I hope it could work. After lock-down much flexibility was added (like very flexible rates, no credit card for local travelers, ...) that made much unprecedented difficulty including much more no-shows (around 10 no-shows in June, mostly without waiver but unfortunately with invalid data) or cancellations. Now I am waiting for a response to it.