Like me, I am sure many of you have faced terrible loses due to this horrendous crisis.
I am also sure that many of you are also absolutely appalled by the lack of support and the complete lack of respect for our businesses. Many of us have faced terrible loses and had absolutely no control due to B.Com overriding our policies.
B.Com has, since changed the policy regarding FM situation, which is a good step forward.
Other platforms have issues public apologies for there thoughtless application of policies and have made changed to rectify and correct the situation as best as possible.
I see no apology from B.Com. And I still see in the fine print that they reserve the right to go back to old policy at any time.
What is very concerning to me as a partner is the complete lack of respect B.Com that has for its partners. Their role in this relationship is completely skew. We are treated like employees and not partners. This is unacceptable.
We are their partners and OUR guests are OUR guests and not the guests of B.Com. This fact is even contained within the contract for the guest when they make a booking.
I also am concerned also that still there is absolutely no policy regrading FM situations for the partners, and our protection.
What is becoming increasingly worrying is that all this is making B.Com a business liability with huge risk.
The trust factor is most certainly failing. From one moment to next, we have no clue as to what will be next. The policies, T/C’s seem to change as when it suites B.Com.
There are many companies that will fail after this crisis. Some companies bigger that B.Com
Everything has changed. We need to think differently, and we need to think on our feet to match the new traveller.
I know for a fact, that even though B.Com was my best source of bookings, they are also the biggest risk.
I will be making every effort to find better, safer ways to market my properties. I am sure many of us will be doing the same.
As mentioned before, we will be taking new measures regarding COVID 19 starting in April 6th. Therefore, reservation before that will get refund to guest. Once again I apologize for the inconvenience.
Thank you for your cooperation.
My response
Hello
Thank you again for your mail.
I refer you once again to your very own policy.
I have highlighted the part that you fail to understand.
According to you own policy you have no right to dictate my policies. You certainly have no right to override my policies.
The refunds were processed and authorised solely by booking.com, without any permission.
1. Scope and nature of our Service
Through the Platform, we (Booking.com B.V. and its affiliate (distribution) partners) provide an online platform through which Trip Providers – in their professional conduct of business (i.e. B2C or B2B) – can advertise, market, sell, promote and/or offer (as applicable) their products and service for order, purchase, reservation, rent or hire, and through which relevant visitors of the Platform can discover, search, compare, and make an order, reservation, purchase or payment (i.e. the Trip Service). By using or utilizing the Trip Service (e.g. by making a Trip Reservation through the Trip Service), you enter into a direct (legally binding) contractual relationship with the Trip Provider with which you make a reservation or purchase a product or service (as applicable). From the point at which you make your Trip Reservation, we act solely as an intermediary between you and the Trip Provider, transmitting the relevant details of your Trip Reservation to the relevant Trip Provider(s) and sending you a confirmation email for and on behalf of the Trip Provider. Booking.com does not (re)sell, rent out, offer any (travel) product or service.
In addition
Your other FM policy stats the following
As the contract between us and the property (you in this case) includes this information:
"In the event of a Force Majeure Event, the Accommodation shall not charge
(and shall repay (if applicable)) the Guests affected by the Force Majeure
Event any fee, costs, expenses or other amount (including the
(non-refundable) rate or the no-show, (change of) reservation or
cancellation fee) for (i)
any cancellation or change of the reservation made by the Guests, or (ii)
that part of the reservation that was not consumed, due to the Force
Majeure
Event. In the event of reasonable and justified doubt, the Accommodation
may ask a Guest to provide reasonable evidence of the causality between
the Force Majeure Event and cancellation, no-show or change of reservation
(and provide Booking.com upon request with a copy of such evidence). In
order for Booking.com to register any cancellation, no-show or amendment
of the reservation due to a Force Majeure Event, the Accommodation shall
inform Booking.com within 2 business days after (a) the scheduled check
out date of the no-show or cancellation, or (b) check out, the number of
days
actually stayed. Booking.com will not charge any commission in the event
of a registered no-show or cancellation or over that part of the booking
which
is not consumed due to the Force Majeure Event."
By imposing your policy you completely ignored this part of the policy. You denied me the right to ask for proof. I may not have asked for it and you may not have required it. But the fact remains, I was entitled to ask for it and your policy denied me that right to communicate with my guest before you refunded the fee..
You refunded my guests ignoring you own policies.
In doing so you cause me and many other partner immense damage.
This is unacceptable and you will compensate me for these damages.
As a result of this I set up various forums on various social media platform for partners who also suffered damages.
The anger is unprecedented.
Now once again. I expect compensation for these bookings.
And also. Just for your information. This particular booking was cancelled BEFORE domestic travel in Spain was affected. So according to the FM policy at the time they were not entitled to a refund. Yet you refunded.
I think I found you on Facebook
You are correct. They have no right to change data in our profiles.
This is in breach of protection of privacy laws
It is disgusting.
We have to keep fighting or they will continually walk all over us
Like me, I am sure many of you have faced terrible loses due to this horrendous crisis.
I am also sure that many of you are also absolutely appalled by the lack of support and the complete lack of respect for our businesses. Many of us have faced terrible loses and had absolutely no control due to B.Com overriding our policies.
B.Com has, since changed the policy regarding FM situation, which is a good step forward.
Other platforms have issues public apologies for there thoughtless application of policies and have made changed to rectify and correct the situation as best as possible.
I see no apology from B.Com. And I still see in the fine print that they reserve the right to go back to old policy at any time.
What is very concerning to me as a partner is the complete lack of respect B.Com that has for its partners. Their role in this relationship is completely skew. We are treated like employees and not partners. This is unacceptable.
We are their partners and OUR guests are OUR guests and not the guests of B.Com. This fact is even contained within the contract for the guest when they make a booking.
I also am concerned also that still there is absolutely no policy regrading FM situations for the partners, and our protection.
What is becoming increasingly worrying is that all this is making B.Com a business liability with huge risk.
The trust factor is most certainly failing. From one moment to next, we have no clue as to what will be next. The policies, T/C’s seem to change as when it suites B.Com.
There are many companies that will fail after this crisis. Some companies bigger that B.Com
Everything has changed. We need to think differently, and we need to think on our feet to match the new traveller.
I know for a fact, that even though B.Com was my best source of bookings, they are also the biggest risk.
I will be making every effort to find better, safer ways to market my properties. I am sure many of us will be doing the same.
HI
I am so sorry to hear that you are still having such terrible problems with B.Com.
I agree with everything yo say and I think that the behaviour from B.Com is completely unacceptable.
We need to continue to press our rights and not stop until B.Com fully understand the role they play in this relationship and behave accordingly.
This is the recent mail from B.Com about a refund they processed . It seems that there will be changes from the 6th April
However this is not enough. I want the refunded fees back.
Here is their mail and below that, is my response.
Dear Bellevue Apartment,
Thank you for working with Booking.com.
We’re writing to you regarding reservation XXXXXXX
the information regarding COVID 19 was provided in the help centre. We kindly ask you to verify the information.
https://partner.booking.com/en-gb/help/legal-security/important-information-regarding-coronavirus
As mentioned before, we will be taking new measures regarding COVID 19 starting in April 6th. Therefore, reservation before that will get refund to guest. Once again I apologize for the inconvenience.
Thank you for your cooperation.
My response
Hello
Thank you again for your mail.
I refer you once again to your very own policy.
I have highlighted the part that you fail to understand.
According to you own policy you have no right to dictate my policies. You certainly have no right to override my policies.
The refunds were processed and authorised solely by booking.com, without any permission.
1. Scope and nature of our Service
Through the Platform, we (Booking.com B.V. and its affiliate (distribution) partners) provide an online platform through which Trip Providers – in their professional conduct of business (i.e. B2C or B2B) – can advertise, market, sell, promote and/or offer (as applicable) their products and service for order, purchase, reservation, rent or hire, and through which relevant visitors of the Platform can discover, search, compare, and make an order, reservation, purchase or payment (i.e. the Trip Service). By using or utilizing the Trip Service (e.g. by making a Trip Reservation through the Trip Service), you enter into a direct (legally binding) contractual relationship with the Trip Provider with which you make a reservation or purchase a product or service (as applicable). From the point at which you make your Trip Reservation, we act solely as an intermediary between you and the Trip Provider, transmitting the relevant details of your Trip Reservation to the relevant Trip Provider(s) and sending you a confirmation email for and on behalf of the Trip Provider. Booking.com does not (re)sell, rent out, offer any (travel) product or service.
In addition
Your other FM policy stats the following
As the contract between us and the property (you in this case) includes this information: "In the event of a Force Majeure Event, the Accommodation shall not charge (and shall repay (if applicable)) the Guests affected by the Force Majeure Event any fee, costs, expenses or other amount (including the (non-refundable) rate or the no-show, (change of) reservation or cancellation fee) for (i) any cancellation or change of the reservation made by the Guests, or (ii) that part of the reservation that was not consumed, due to the Force Majeure Event. In the event of reasonable and justified doubt, the Accommodation may ask a Guest to provide reasonable evidence of the causality between the Force Majeure Event and cancellation, no-show or change of reservation (and provide Booking.com upon request with a copy of such evidence). In order for Booking.com to register any cancellation, no-show or amendment of the reservation due to a Force Majeure Event, the Accommodation shall inform Booking.com within 2 business days after (a) the scheduled check out date of the no-show or cancellation, or (b) check out, the number of days actually stayed. Booking.com will not charge any commission in the event of a registered no-show or cancellation or over that part of the booking which is not consumed due to the Force Majeure Event."
By imposing your policy you completely ignored this part of the policy. You denied me the right to ask for proof. I may not have asked for it and you may not have required it. But the fact remains, I was entitled to ask for it and your policy denied me that right to communicate with my guest before you refunded the fee..
You refunded my guests ignoring you own policies.
In doing so you cause me and many other partner immense damage.
This is unacceptable and you will compensate me for these damages.
As a result of this I set up various forums on various social media platform for partners who also suffered damages.
The anger is unprecedented.
Now once again. I expect compensation for these bookings.
And also. Just for your information. This particular booking was cancelled BEFORE domestic travel in Spain was affected. So according to the FM policy at the time they were not entitled to a refund. Yet you refunded.
We have rights too. Unless we enforce our rights then yes they will run riot over us.
WE need to keep at this untill they acknowledge their place
I would be interested to know, under EU law which policy has priority. The policy of the property with which the guest booked or the B.Com policy?