I totally agree BdC have been a disgrace to deal with and shown no empathy to us.
When I asked my account manager why no support was be given to partners he couldn't answer me!
So really Non refundable doesn't mean Non refundable then?
BdC don't want to be out of pocket for this and need to be seen to do the right thing by guests as they will be remembered for doing so, but when we have to close our doors the couldn't give a damn.
We are all human here and want to do the right thing by people and if we could be in a position to offer every non refundable guest a refund we would. its just not possible in such uncertain times.
Does anyone have the legal stance on were we stand in this as partners?
I’ve given up calling them and plus after there attitude I thought what’s the point. I reckon we sit tight and stand firm as suggested by Barry.
I have woken this morning to further abuse from guests and a changed automatic message from Booking.com
“
A guest has cancelled a booking to which Forced Circumstances apply.
To protect the health of our partners and guests, we have declared Forced Circumstances as a result of official travel advice related to the Coronavirus for all properties and guests affected.
Within 5 business days we expect you to refund any prepayment and/or waive any cancellation costs for all reservations cancelled within the Forced Circumstances period.”
like really?!
Has anyone stopped there direct debit for Booking.com I’m scared incase they start helping themselves to my money? Also I take it the virtual cards won’t even be passed our way now?
I really appreciate you reaching out with information as a fairly new business I’ve felt completely out my depth as I’m sure a lot of people have with no support from BdC.
After speaking with a BdC team member today from my local office I realised as the conversation progressed this was completely one sided towards guests and booking.com and no support was offered to me as a partner on what support was there for small businesses and no compassion shown on how I would be affected If I went ahead and refunded all guests affected.
I have been offering guests to reschedule but almost all are Demanding refunds even though they booked the non refundable rate.
We are trying our best to advise guests if they don’t wish to reschedule the booking, then to contact their travel insurance for more information on compensation. (not sure if this is the right thing to do) but certainly referring them back to booking agent BdC as advised by BdC originally certainly didn’t work, the guest ends up passed from pillar to post then extremely angry resulting in the accommodation provider being verbally abused.
if you or anyone else has any other suggestions/templates on how best to deal with guests asking questions regarding refunds etc due to this Convid19 outbreak it would be much appreciated.
Hope Everyone Can stick together on this and come out the other side
Well said Barry,
Partners have been completely left to rot in this crisis.
Expedia have acted so honourably towards partners at this present time, I was blown away with the support the have shown.
Maybe its there time to shine?
Kind Regards
Joss
Hello
I totally agree BdC have been a disgrace to deal with and shown no empathy to us.
When I asked my account manager why no support was be given to partners he couldn't answer me!
So really Non refundable doesn't mean Non refundable then?
BdC don't want to be out of pocket for this and need to be seen to do the right thing by guests as they will be remembered for doing so, but when we have to close our doors the couldn't give a damn.
We are all human here and want to do the right thing by people and if we could be in a position to offer every non refundable guest a refund we would. its just not possible in such uncertain times.
Does anyone have the legal stance on were we stand in this as partners?
Many Thanks
Joss @ Edinburgh Central Rooms
Thanks all for the responses.
I’ve given up calling them and plus after there attitude I thought what’s the point. I reckon we sit tight and stand firm as suggested by Barry.
I have woken this morning to further abuse from guests and a changed automatic message from Booking.com
“
A guest has cancelled a booking to which Forced Circumstances apply.
To protect the health of our partners and guests, we have declared Forced Circumstances as a result of official travel advice related to the Coronavirus for all properties and guests affected.
Within 5 business days we expect you to refund any prepayment and/or waive any cancellation costs for all reservations cancelled within the Forced Circumstances period.”
like really?!
Has anyone stopped there direct debit for Booking.com I’m scared incase they start helping themselves to my money? Also I take it the virtual cards won’t even be passed our way now?
thanks again everyone
joss
Hello Barry,
I really appreciate you reaching out with information as a fairly new business I’ve felt completely out my depth as I’m sure a lot of people have with no support from BdC. After speaking with a BdC team member today from my local office I realised as the conversation progressed this was completely one sided towards guests and booking.com and no support was offered to me as a partner on what support was there for small businesses and no compassion shown on how I would be affected If I went ahead and refunded all guests affected.
I have been offering guests to reschedule but almost all are Demanding refunds even though they booked the non refundable rate.
We are trying our best to advise guests if they don’t wish to reschedule the booking, then to contact their travel insurance for more information on compensation. (not sure if this is the right thing to do) but certainly referring them back to booking agent BdC as advised by BdC originally certainly didn’t work, the guest ends up passed from pillar to post then extremely angry resulting in the accommodation provider being verbally abused.
if you or anyone else has any other suggestions/templates on how best to deal with guests asking questions regarding refunds etc due to this Convid19 outbreak it would be much appreciated.
Hope Everyone Can stick together on this and come out the other side
Many thanks ?
Joss