First stop is to check all your promotional settings. Ones to look out for in particular;
Genius member = BDC guest-account holders can get various levels of discount depending on your properties inclusion on the scheme and the levels you accept. Check you have not been automatically included when signing up.
Other set discounts e.g. Mobile-rate. Many of these "Stack" leading to nasty surprises.
Then check for any other promotions that may be set.
If none of the above, check your pricing on BDC is the same as any other offer you have online, if it's not BDC might be price-matching your offer.
Sometimes BDC create their own offer, which is supposed to come out of their commission, with you receiving the same net price from the rate you have set.
Failing all of that, do as @AG Lodging suggested above.
It's a little unclear from your post the exact circumstances of the no-shows.
Did you cancel/reject existing bookings before closing your availability for works?
Did you turn arriving guests away?
In both circumstances above the reservation would be classed as a "relocation", this is most definitely chargeable to you.
If the guests, from their own choice, did not arrive that is no-shows, which you should mark (as you now know) to avoid paying for. For one or two reservations missed to no-show BDC would most likely waive the charges for a new listing but if there are many reservations involved I can see how your claim would be rejected.
As of this morning I also cannot login into Extranet because the OTP codes do not arrive. Just to add insult to injury Pulse is also unavailable so we're dead in the water in high season.
This is a very basic fault that simply should never happen and never does with any other OTA, shame on the IT department, this is extremely poor.
Advise them to rebook on the new price. Then request a free-cancellation of the more expensive reservation via their actual old booking. You grant this ("waive all fees"), job done.
This is the neatest way, guest gets the correct pricing and change of dates, you do not pay extra commission on the old higher amount. Win Win. Happy guest & happy host.
You have left yourself open to unpaid cancellations and no-shows. At BDC ALL new accounts are listed as cash payment on arrival, which of course is useless for us hosts.
Adjust your policies so that bookers know you are NOT free cancellation or free no-show. Ideally your guests should be paying in advance on a non-refundable basis.
If you cannot use Payments by Booking, use a third party card clearance company e.g. Stripe, TAB.
Take command of your listing, do not let BDC dictate to you!
First stop is to check all your promotional settings. Ones to look out for in particular;
If none of the above, check your pricing on BDC is the same as any other offer you have online, if it's not BDC might be price-matching your offer.
Sometimes BDC create their own offer, which is supposed to come out of their commission, with you receiving the same net price from the rate you have set.
Failing all of that, do as @AG Lodging suggested above.
It's a little unclear from your post the exact circumstances of the no-shows.
Did you cancel/reject existing bookings before closing your availability for works?
Did you turn arriving guests away?
In both circumstances above the reservation would be classed as a "relocation", this is most definitely chargeable to you.
If the guests, from their own choice, did not arrive that is no-shows, which you should mark (as you now know) to avoid paying for. For one or two reservations missed to no-show BDC would most likely waive the charges for a new listing but if there are many reservations involved I can see how your claim would be rejected.
I think you've been hacked. possibly via your google listing.
If I select "website" from your google listing I'm taken to a different property on the Trip.com site.
BTW, phone call method also not working, i.e. receive call and code but code does not work!
It's spreading!
As of this morning I also cannot login into Extranet because the OTP codes do not arrive. Just to add insult to injury Pulse is also unavailable so we're dead in the water in high season.
This is a very basic fault that simply should never happen and never does with any other OTA, shame on the IT department, this is extremely poor.
@Didem - Community Manager
My main concern today will be double bookings as I control my calendars manually...
Advise them to rebook on the new price. Then request a free-cancellation of the more expensive reservation via their actual old booking. You grant this ("waive all fees"), job done.
This is the neatest way, guest gets the correct pricing and change of dates, you do not pay extra commission on the old higher amount. Win Win. Happy guest & happy host.
Comments should be obligatory for ALL reviews. No comment = no score/review possible..
OR
Host can reply to a no-comment review.
The review system is heavily biased against the property and totally open to guest abuse, yet the host is heavily restricted.
Unfortunately BDC do not care one iota! They only want quantity of reviews as it is a factor that boosts their listings dominance.
You have left yourself open to unpaid cancellations and no-shows. At BDC ALL new accounts are listed as cash payment on arrival, which of course is useless for us hosts.
Take command of your listing, do not let BDC dictate to you!