This is exactly what happened to me! I have two extranet accounts for two different properties in the same street (I am aware that I can have two properties on one extranet account). A person booked the same dates at both of the properties! She didn't even try to fake her info, both reservations had same name, surname, address and phone number! Why the hell is that even allowed? When I contacted her (I was extremely kind) she blocked my number but luckily canceled at both of the properties even though I intentionally didn't mention the name of the second one!!! At the same time I had another lady do similar thing but she apologized and cancelled at one of the properties. Of course I contacted booking.com right away as I was concerned why something like this is even allowed but almost a month later I didn't get a reply. Will be contacting them via phone soon about all these things and some additional invoice issues that they also don't respond to. Don't get me wrong, their employees in Croatia were extremely kind and helpful last year, but I don't understand why they hadn't answered any of my messages from this year as these issues seriously affect my business!
Also, I contact all my guests around 7 days before arrival just to confirm their reservation one more time, and in case they changed their mind we can cancel. Around 70% of the guests reply, and the other 30% just block me. I don't care why they changed their mind, they don't have to tell me and I don't ask, I don't want to charge them for cancelling, I just want some decency and honesty from them. At least a dozen of people have blocked my number in 2 years so far (I will paste the template that I send them). I have always presented booking.com with evidence and they never answered anything and never cancelled the reservations! I always had to wait for 24h hours after arrival to mark a guest with "No show".
My additional confirmation message: (EDIT: I know this is the template I wrote in extranet that is automatically sent 7 days before arrival. When they don't answer it I copy paste it and send it to phone numbers that they provided (whatsapp, viber, regular sms if they don't have any of those and if they don't answer within some days I call them))
Dear [FIRST_NAME],
We would like to, once again, confirm your reservation at [PROPERTY_NAME]. We look forward to accommodating you! If you have any additional questions and requests please don't hesitate to reach out to us! If by any chance you changed your mind and would like to cancel your reservation please do so in a timely manner.
We wish you a safe travel,
[PROPERTY_NAME]
- Please confirm your arrival by responding to this message.
Now that you've mentioned it I'm not sure but I definitely did it through extranet and I had to include reservation number. I'll have to check! Sorry for ranting and thank you for hearing me out! I will comment again once I get an answer!
I though so too! I messaged the first guest and they blocked my number! Well... at least they cancelled in the end. They had "Genius" tag. I contacted customer support a couple of days ago and provided them with reservation numbers from both properties as well as screenshots. Still no answer and I really need to know why this is happening as this seriously affects my business!
A little update, we managed to get in contact with them with a 4th phone because they blocked the last 3 numbers and they said that we never showed up and that some good people helped them??? Anyways, I found proof that they made another booking reservation in advance at the location they were apparently lost and where we were looking for them for hours. Another proof that they had this all planed. I already contacted booking.com with the proof, still waiting for their reply!
I want to make something clear about todays guests: as soon as we reached the street they "were" in they stopped communicating with us. We had no problems with them prior, it was so sudden and so weird but still we stayed in that street for about an hour more. A couple of hours later and they're still not answering the phone, but we can see that they received our viber messages. That's why we believe this was staged, so they could blame us to the booking.com and avoid paying the cancellation fee!
Also, when we arrived in that street to help them and guide them to our location they refused to meet us and said that they will just wait where they already are.
This is exactly what happened to me! I have two extranet accounts for two different properties in the same street (I am aware that I can have two properties on one extranet account). A person booked the same dates at both of the properties! She didn't even try to fake her info, both reservations had same name, surname, address and phone number! Why the hell is that even allowed? When I contacted her (I was extremely kind) she blocked my number but luckily canceled at both of the properties even though I intentionally didn't mention the name of the second one!!! At the same time I had another lady do similar thing but she apologized and cancelled at one of the properties. Of course I contacted booking.com right away as I was concerned why something like this is even allowed but almost a month later I didn't get a reply. Will be contacting them via phone soon about all these things and some additional invoice issues that they also don't respond to. Don't get me wrong, their employees in Croatia were extremely kind and helpful last year, but I don't understand why they hadn't answered any of my messages from this year as these issues seriously affect my business!
Also, I contact all my guests around 7 days before arrival just to confirm their reservation one more time, and in case they changed their mind we can cancel. Around 70% of the guests reply, and the other 30% just block me. I don't care why they changed their mind, they don't have to tell me and I don't ask, I don't want to charge them for cancelling, I just want some decency and honesty from them. At least a dozen of people have blocked my number in 2 years so far (I will paste the template that I send them). I have always presented booking.com with evidence and they never answered anything and never cancelled the reservations! I always had to wait for 24h hours after arrival to mark a guest with "No show".
My additional confirmation message: (EDIT: I know this is the template I wrote in extranet that is automatically sent 7 days before arrival. When they don't answer it I copy paste it and send it to phone numbers that they provided (whatsapp, viber, regular sms if they don't have any of those and if they don't answer within some days I call them))
Now that you've mentioned it I'm not sure but I definitely did it through extranet and I had to include reservation number. I'll have to check! Sorry for ranting and thank you for hearing me out! I will comment again once I get an answer!
I though so too! I messaged the first guest and they blocked my number! Well... at least they cancelled in the end. They had "Genius" tag. I contacted customer support a couple of days ago and provided them with reservation numbers from both properties as well as screenshots. Still no answer and I really need to know why this is happening as this seriously affects my business!
From my personal experience, at least 2 different people made overlapping bookings with the same info...
A little update, we managed to get in contact with them with a 4th phone because they blocked the last 3 numbers and they said that we never showed up and that some good people helped them??? Anyways, I found proof that they made another booking reservation in advance at the location they were apparently lost and where we were looking for them for hours. Another proof that they had this all planed. I already contacted booking.com with the proof, still waiting for their reply!
I want to make something clear about todays guests: as soon as we reached the street they "were" in they stopped communicating with us. We had no problems with them prior, it was so sudden and so weird but still we stayed in that street for about an hour more. A couple of hours later and they're still not answering the phone, but we can see that they received our viber messages. That's why we believe this was staged, so they could blame us to the booking.com and avoid paying the cancellation fee!
Also, when we arrived in that street to help them and guide them to our location they refused to meet us and said that they will just wait where they already are.