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Hi, I'm Ailyn, new Account Advisor in the Community!

Hi there!

I am Ailyn Fernandez, Account Manager in the Booking.com Mexico City office since January 2020, just before our lives changed forever. I have a hotel sales and revenue background that has helped me connect much better with hotel partners by understanding what operational and revenue challenges they have and offering solutions that best fit their needs.

I joined the Partner Community just recently but rest assured that I will be happy to answer your comments and questions with dedication to help you grow your business.  

Happy to help!

Ailyn

 


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Charis Theocharides 1 year ago

Hello Ailyn 

I have an issue with Booking.com they approved reservations same days and do not know how to contact them to inform my guests to change the dates of their booking. I sent several messages and texts to my guests to change the dates but I get no reply from them

I will appreciate your help and advice if you tell me how to send an email to booking com for this problem I am facing

 

Best Regards

Charis Theocharides

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Ailyn Fernande… 1 year ago

Hi Charis Theocharides , thank you for your message!

Sure, you can go into the inbox tab and under booking messages, you can find the local Customer Service team. Have the latest booking number at hand and share with them that you had an overbooking and that although you have tried to contact the guest to change dates, you have been unable to get a response. They will try to contact the guest too and advise of the situation.  

You need to identify how did the overbooking happened so this situation does not repeat. Here some suggestions:

1) Check your availability (calendar section) if you have only the correct number of rooms to sell.

2) Remember that when the calendar says "sold out", if you get a cancellation on the rooms that are booked, then inventory reopens automatically. If you have no more rooms to offer or you are already above inventory, I suggest you close out the inventory so even if a room gets cancelled, the inventory would not open for sale again. 

3) If you work with other online travel agencies, maybe you can consider getting a channel manager to connect all your channels and avoid overbookings and management will be much easier for you. Here is a link to have more information on Channel Managers.

Hope this helps!

Ailyn

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Milos Radovic
1 year ago

Hello

Is this way who to solve situation with booking team so they can finnaly remove review one of proof

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M Adamopoulou 1 year ago

Hi Milos,

Very sorry to hear about this dreadful information…

Hope BDC can finally remove your review.

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Kush Rai 1 year ago

Hi Ailyn. 

I have a property in Mexico but I live and do my banking in Canada. When I go to "Add banking details", it wants a Mexican bank information. I don't have a Mexican bank account. How can I have the money deposited to my Canadian bank. Thanks, 

Kush

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M Adamopoulou 1 year ago

Hi Ailyn,

As far as I know bank account has to be in the same country of property…

 

Maybe you should contact directly booking.com to support you…

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Kush Rai 1 year ago

Thanks for the quick reply. Can you tell me the email/phone number or the location on the website where I can find contact information for booking.com support? It has not been easy to find that info. 

Thanks, 

Kush

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Ailyn Fernande… 1 year ago

Hi Kush Rai, since the property is in Mexico, due to Mexican law regulations, you are not able to receive the income  in a bank of a foreign country. You would need to opt out of the Payments by Booking method (Booking.com collects the money for all bookings) and go into the Pay at property method. To change payment method, you need to message Finance to request to leave the program and start collecting payment from guests either prior to arrival (credit card remote) or at check in.

Hope this helps.

Ailyn

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Kush Rai 1 year ago

Thanks Ailyn. So paying taxes on that amount will be my responsibility if I collect money on arrival? 

 

Kush

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Ailyn Fernande… 1 year ago

Hi Kush Rai 

The taxes to be paid will be your responsibility, however, I am unsure if the taxes would be for an income in your country apart/or from Mexican taxes. I suggest you consult a financial advisor to verify this tax topic.

Ailyn