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Hello @Najada Shehu
Please go into your extranet and under the inbox tab, click Booking Messages and on the right hand side, on the Help section, look for "contact options" and a pop up message option will appear where you need to leave the information you just described in this post.
According to my experience, the amount remains as credit for future invoices, but it varies by country.
Hope this helps.
Hi @Akos Dekanj
I checked if there was any report similar to your screen/issue but did not find anything and checked for some properties within my portfolio, and cannot repeat the bug.
Here is a link that shows how to report a bug.
Hello @Evan Skeete
Regarding the service charge and resort fees, these are a commissionable amounts according to the terms and conditions on the contract. However, for the government taxes, the commission should not apply, please contact Customer Service to verify these are correctly set.
Regarding the no-shows. I am adding a link here on How to mark "No Shows" to avoid being invoiced. Remember that you have 48hrs to mark them as such and when marked, you will be asked if you wish to waive the penalty for the no-show.
Hello @Daniel Fernández Calero
You certainly do all these in your extranet. Here are some tips/links for you to set up according to your needs:
Total Cancellation Penalty within a month before arrival. On the Property tab under Policies, you can set up a 30 day before arrival and add the prepayment and cancellation penalty to 100% of total booking.
No arrival / Departure. You can set up on your calendar the days that you want or not guests to arrive. Be aware that this will limit your views.
Hope this helps you set up your calendar and policies according to your needs.
Hello @Blaženka Moretti
If it is specified in your profile the daily or weekly cleaning/housekeeping, no you are not obliged to do so. I suggest you verify your profile and invite guest to verify the information of your listing to be both in the same channel and expectations are aligned.
If you are new to Booking.com and you do not have the Exclusive payment method set up (Booking.com collects all reservations payments), the accommodation needs to collect the payments.
If the guest already departed and you were unable to collect the payment from them, I suggest to mark the booking´s payment as "credit card invalid" and contact Customer Service to help you with the next steps.
The Credit Control team is the one that can help you clearing up any questions about your invoice. They can be contacted through a message from the inbox tab on your extranet.
On the help side of the screen, look up for invoices and contact options and a message option will pop up and you can ask to the team to explain something on your invoice and your preferred time and date for contact.
Hi @Alain Gerst
First of all, congratulations on your new acquisition!
You would need to contact the local customer service team and advice of the situation. They will ask you for proof of ownership documentation and let you know what is the next step.
If everything is cleared on our side, you will receive a link to your email with the new contract that makes you the new person responsible for the property. Once virtually signed, you will get a user and be able to start managing the listing through the extranet.
Hope this helps!