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Horrible customer support for hosts

I am disgusted and fed up with the lack of support and indifference Booking.com has towards their hosts.  It’s like our interests and our voice doesn’t count.  It certainly feels like contempt.    Today I called Booking.com support regarding a payout issue.  They simply didn’t want to hear what I had to say.  All I got was their canned reply that I must wait 10 days to receive my payment.  This shows a distinct lack of interest in our concerns.  It’s always their policies and if you don’t like it, you can just go to hell.  They can’t be bothered even to listen to us.   I have written hundreds of feedbacks with issues and concerns and not one has ever been addressed.  I can’t understand how a business that depends on hosts to fulfill their customers’ needs, treats us hosts with such disregard and disrespect.  Why should they make all the rules and reap all the benefit and we only get the crumbs?  Without us hosts their business model would be useless.  We should have a voice and most important be listened to and treated with some level of respect and not with disdain.

They claim they want us to be partners, but actions speak louder than words.  Every interaction so far with booking.com has proven to me that there is no partnership. 


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Didem - Commun… 1 year ago

 

Dear @Marcos Gonzalez ,

 

I'm very sorry to hear about these experiences.

 

I'll also forward your feedback from my side. Is there anything specific you wanted to mention about the payout?

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BeverlyT 1 year ago

I'm very new to this app I have been a 5 star super host on other apps for years. I had my second guest with you.

-. The guest was reported to your staff on day one for refusal to pay her deposit 

-She booked a discounted rate for 2 guest max the unit has a 5-guest max for more money she brought 7-8 people. 

- She begged not to be kicked out so we negotiated a minimal amount to stay ( nothing close to fair for us) the guest paid a portion and refused to pay the rest until check out. As expected she checked out without paying 

Then after 9 days of hell and continuous lies she use the review as revenge in an attempt to black mail me into not reporting the remainder owed. After I told her I would not be manipulated she left an untrue message and gues what you did ......told me she could do whatever she wanted 

Thanks for NOT helping to make sure she paid during her reservation allowing her to break rules and now black-mail me. Great JOb! What do we need the app for again? 

Terrible experience and more than likely our last on this website

 

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Alan Fleming 1 year ago

I am having the same issue with customer service. Didem can you explain customer service escalation hiarchy. It seems that everything ends at "I'll also forward your feedback" with no resolution or follow up. 

How does a company that implements processes to prevent fraudulent listings commit fraud in the administration of the process?

 

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Marcos Gonzalez 1 year ago

Yes, ever since I have been on booking.com my payments arrive first thing Monday mornings in my bank account.   Todays is Tuesday and the payout has not arrived.   This is unusual and I wanted to know if there was an issue with the payout, but they could not be bothered to look into my concern.   I  was simply quoted policy and told to wait 10 days.  Do you think this is the correct way to treat a hosts who has a valid concern?  I work very hard for my money and I want to make sure I receive it.  I should not need to beg for help.  Booking.com should be as concerned as I am that the money has not arrived in my account, but it is obvious they simply don't care.  It is disgraceful. 

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Sonia Bennett 1 year ago

Hi Marcos,

I agree with you and part of me is grateful it's not just me.

We have only just signed up to Booking.com but already we are tearing our hair out. I rang and spoke to a customer service man yesterday who said he had to authenticate my call and needed to call me back on my mobile and I'm still waiting for his phone call.

The website in setting up is antiquated and doesn't allow me to tailor my accommodation to my particular business. 

I'm almost ready after just 5 days to pull the pin. 

Terrible customer service.

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Marcos Gonzalez 1 year ago

Hello Sonia, I feel your pain.  Unfortunately it isn't any better at Airbnb or Vrbo.  I have had horrible experiences in all three of them.  As a guest I have been treated very well but as a host the experience has been extreme bad.  You can feel the difference.  I spent 5 years on Airbnb and I finally quit them.  The abuse was not worth the little money I made from them.  The same is becoming true of booking.com.  We pay them a commission to disrespect and treat us bad.  Where in the universe does that make sense? 

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Cathy Kanno 9 months ago

Booking does nothing they lie to the hosts they owe me money say they are having technical issues but yet my payments for commission were accepted but they have technical problems when it comes to crediting the hosts. They don’t allow the hosts to have control over the VAT so for months I fought them with the fact no GST was debited to the clients they now want me to pay the taxes withouT no taxes being debited to the clients when they booked them. I will not pay for these taxes as they were not collected and I am not registered for the gST. I earn less than 30k so I don’t have to submit it and they had the opportunity to correct it and never did and they want me to pay them  for taxes. I this is fraud as I can’t debit them when I am not registered 

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Subramanian Si… 1 year ago

This is one of the most user unfriendly site ever I have come across. It is nightmare to get to know the rules applicable to you. Only thing they are prompt is with their invoices.  I am with them for a month.

Seven bookings, all cancelled  or no show . I haven't earned a penny, but sure got couple of invoices from them, Complaints are on one way traffic. Their policy seems to be 'take it or leave it.  

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Cathy Kanno 1 year ago

Have you been getting bookings and then the guest doesn't have money to pay it.  I do prepayment now and I have had six cancellations.  I had a last minute booking, his credit card was declined. I put through that the card was declined he sent another one. It was declined, I sent another request new card and it was declined.  I contacted booking and they said to try one more time, I did and four times declined cards.  This is a joke.  Also I checked his status when I first got it and it said he was a first time booker.  Then I checked again after the second declined card and it now said that he was dependable never cancelled had 6-10 bookings.  I told the agent and she did not know what to say.  All the others I got were from Portugal guest never showed never cancelled and no money on card so I lost 1000  then I put on the prepayment, but when I tried to do this none of the cards except for one had money.  I took the payment for one and the guest was mad.  So I reimbursed him and cancelled his reservation.  He did it because He wanted me to help him acquire a visitor visa.  I believe that there is a scam where they  book and don't come just to get an address so they can put it on their application.  These bookers were all from african nations such as Tunsia and all for 12-15 days reservation.  This takes up days where others could have booked.  

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Cathy Kanno 1 year ago

If you did not debit them you should beable to on the invoice put in a request to cancel.  I did notice that I can't do that anymore on mine. 

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Beulah Mills 1 year ago

Having read all these cries for help and support from hard working hosts, and getting no effective help,  in fact  not caring to even to  listen to our cries for help and finding myself echoing all of their grievances, I discern that Booking must either be in serous financial difficulties and is therefore only concerned about raking in the money from we who generate for them  and in the process don’t give a rats ass bout us the hosts making their money .
 

Otherwise what explains this horrible approach and indifference of non existent support to host?? This isn’t a business model that values its partners This attitude really stinks and tells me that there is something fundamentally wrong here, as I find it hard to believe that his is policy, ethical and a desirable way to conduct business in in 2022/23

. iI is as clear as day  that there is more than meet the eye here which is why they have ignored and discounted us . 

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Cathy Kanno 1 year ago

Totally agree with you and they never will have the courtesy to pick up a phone and call you.  They don't listen to anything you have to say.  I am just not going to pay them the commissions until this is solved and if they suspend me I don't need them. There are other sites that can rent for me and booking I don''t think will even care. 

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Sherri Schermerhorn 8 months ago

Tell us the other sites that are good for hosts, aside from Airbnb??? Thank you!

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Dyvon Ngeru 1 year ago

So true... a week ago… I had an encounter with a conman from this platform... And it was hard to report him to prevent other hosts from getting conned

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Marcos Gonzalez 1 year ago

For two months I have been reporting a problem with the automatic messaging system.  I have setup a welcome message to be sent to guests at the time of booking their reservation.  I have called countless times to report the problem.   Last week when I called to report that the problem is still ongoing, I was informed that the issues had been fix and the case closed.  At no time was I informed of this outcome prior to my call.  I informed them that the issue was not fixed, and I was still experiencing the same problem.  I was instructed to delete my welcome message and to recreate it again as a work around to problem which I did but the problem persists.  On top of that problem, I am experiencing a new issue when sending emails to the guest using the @guest.booking.com email address setup by booking for every guests.  My guests are not receiving emails I am sending them with their door access code.  I have reported this problem as well and so far, nothing.  It seems to be no concerns or effort at all on the part of Booking.com.  When you report a problem there is no status updates to let you know the issue has been resolved or not.  Nothing!  You must be constantly calling to check on the status.  There is no follow-through, they just keep you in the dark.  I don’t consider this good customer service.  I call this negligence of duty and there is no body that cares. 

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Cathy Kanno 1 year ago

welli understand,  they want your money but do nothing to correct their problem  THey have never debited the clients when they book them, now they want me to pay for the gst out of my pocket when it was there problem by not debiting the client the gst upon booking.  I cannot debit them gst as I am not registered so big problem which they have ignored.  totallly fed up with them. 

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Claire 1 year ago

Has Anyone noticed that their inbox reservation messages have been cleared, reservation history no only allows you to go back 12 months and they have removed all reviews older than 36 months

Totally unacceptable and yes, there is a distinct lack of support, its worse than bad and as a host, I feel cheated and let down 

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Marcos Gonzalez 1 year ago

There seems to be two different types of support one for guests and one for hosts.  As a guest they have gone to extreme measures to accommodate and resolve my issues of which I am very grateful.   As a host they have mostly ignored and belittle my issues.  It is obvious they have no concerns or priority to resolve issues related to hosts.  This is disgraceful and disgusting way to treat supposedly partners.  Shame on Booking.com.

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Freddie Batalla 1 year ago

I haven't received any payout since Sep2022 and now they have been deleting my comments and posts.

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Marcos Gonzalez 1 year ago

I feel your pain Freddie.  All these booking sites are the same.  They are disgusting, disingenuous don't care about the hosts.  Since September I have been reporting an issue with their system and they have yet to fix it.  Every time I call back they claim the issue has been fixed but it has not.  I think the agents get paid by the number of tickets they close so they simple close the tickets without resolving the issues.  If I could evaluate booking.com as a company they would not get even one star.  There only priority is their commission, once they have that everything else is unimportant them.  

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Freddie Batalla 1 year ago

They have now deleting my posts and comments from other posts. I dont know why they are doing that- my comment and posts is cry for help as I have not been paid since Sep2022 and I was fully booked from their website. Imagine how much money they owe me and the nerve for them to raise invoices on which I haven’t received any payout.

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Claire 1 year ago

Something has to change with the customer service or rather disservice!

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Marcos Gonzalez 1 year ago

Last night I had a guest arrive after our check-in window.  He ignored all my messages requesting an estimated time of arrival and didn't request a late check-in.  When he arrived, I informed him that I could not honor the reservation since he didn’t reply to my queries and arrived after the check-in window.  This is not the first time I have had guest arrive whenever why want without notification or request.  These types of guests have always been problematic, and they don't follow the house rules and leave horrible reviews. 

Anyway, I contacted Booking.com prior to his arrival and I informed them that I was not going to honor the reservation.  The customer service agent told me to click the no-show button after midnight when it would become available.  The following morning, today, I attempted to click the no-show button, but it is still unavailable.  I contact Booking.com again and after more than 40 minutes on the phone with them explaining the issue I was told to call back if the button is still unavailable 24 hours later.  

I guess booking.com thinks I have nothing else to do but waste time calling them.  Up to now the guest has made a stink, claiming he arrived 5 minutes before the check-in window closed.  Booking has a record of me calling them after the close of the check-in window where I stated to them my intensions of rejecting the reservation.  Booking.com never contacted the guest informing them that their reservation had been cancelled and why. 

This is another example of bad customer support.  At any point since the reservation has not been cancelled the guest will receive a link to review his stay and I am sure he will vent and leave a horrible review.  This is all because the system is flawed, and I am unable to cancel the reservation and the agents are unwilling or unable. 

For the commission we are paying we deserve better representation and support.

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Lina Alaraj 1 year ago

Disappointing experience with booking as a host.

i have been hosting for many years on other platforms.

 

this is my second time attempting to establish my property on booking .com
both times, i am being attacked by fake reservations, clearly with fake names and out of service numbers. 
 

each time i try to contact booking support they do nothing to cancel the reservation. My calendar days stay blocked . And i lose business on other platforms that actually have a reliable system of verification and accountability for guests. 
 

The tip of the iceberg was when i started being attacked by fake reservations which also try to scam me. Once the reservation was made, the "fake guest" received my phone number, and I have been receiving scam msgs from their number and scam emails on my email. 
 

i have been contacting booking services and showing them the messages with the guests related number, and the only response I receive is that they are taking care of it. When actually nothing is happening.

it is clear that this platform has a weak control over unverified accounts making random reservations. If only they could enhance this feature 

moreover, hosts should be provided with the necessary support in order for them to satisfy their guests. It saddens me that such a platform has poor assistance to hosts in time of need

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Marcos Gonzalez 1 year ago

Welcome to booking.com where partner are disregarded and ignored.   They only go out of thier way for guest not host.  They simply don't care.  

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Anna 5 months ago

What other platforms are you using that they have nothing to do with booking.com? I am using airbnb and I have perfect experience and their website and app are acually the best.

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Marcos Gonzalez 11 months ago

I am so disgusted with booking.com I am seriously looking to leave.  In the past few months, I have had to cancel two reservations for different reasons and booking.com has made this process shamefully difficult.  We are a tiny business with only two rooms, and I run every aspect of the business.  Booking.com insists on treating us like a major hotel with unlimited resources.   

I contacted booking.com over my first cancelation because the guest booked a room which clearly stated that the room could sleep three adults or two young children.  The guest booked the room for two adults and two 16- & 17-years old children.  These two children were too big for the bed.  My priority are the comfort and security of my guests.  I contacted booking after messaging the guest and explaining the situation.  I explained the situation to booking.com and I was inform they would contact the guest again on my behalf and if the guest did not contact me back after 24 hours I should go ahead and cancel the reservation.  I did so as instructed.  A new issue arose when I attempted to cancel the reservation.  When I attempted to cancel the reservation, there were only two option and neither made since in my situation.   I choose the top option which was cancel for non-payment.  This cause yet another problem.  After canceling the reservation a few hours later the guest rebooked the reservation thinking the payment had not gone through.  Again, I contacted booking.com and I explained the whole story again.  At the end booking.com relocated the guest but this whole process was extremely difficult, time wasting and disgustingly frustrating.

The second cancelation was due to a power outage.  I was cleaning one of the guest rooms and I plugged in the vacuum, and it did not work.  I first figured the vacuum was damage since it is close to 10 years old.  I soon realized that all the wall plugs where not working.  I troubleshooted the problem and discovered an electrical issue with safety implications.  I immediately called various electricians, but none were available until the following week.  During the time I was troubleshooting the issue a reservation came in.  I spoke with the guest and I explained the circumstances and apologized for any inconvenience.  Again, I contacted booking.com to cancel or relocate the guest.  This is never an easy process, and I wanted to avoid the same problem as the last time.  Booking.com tried to intimidate me by informing me that I am responsible for any additional cost of relocating the guest.  Then they make themselves seem as great partners by waiving my commission fee which they will make either way. 

Again we are a small business and booking.com wants to treat us as a major hotel.  Small businesses like ours should have more flexibility because we don’t have the available resources major hotel chains have.  We need to be able to cancel reservations for more than none payment issues.  I know greedy booking.com is only concerned about their commissions and not really about the guests comfort or safety.  This is obvious by my experience in these two examples.

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Mike DeGirolamo 10 months ago

Agree with everyone's comments regarding poor customer service for hosts.  I can't even find a contact number for support in North America.  

 

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Easy Home 9 months ago

Completely fed up as well, they have the worst people working on support and finances, they don’t know anything. They always say that they will contact their seniors, and later that they will open a request for other teams bla bla bla. It is far from acceptable. They keep adding problems to the partners and not solving anything. And I mean anything, not one problem I had it resolved by booking, they are unable to resolve problems from partners

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Marcos Gonzalez 9 months ago

The problem is not the support agents, it is the companies' policies.  The agents are just doing what they are told.

Last week I reported an issue with my payout, and I received an email a few days later that explained nothing.  It was simply a canned message with little detail.  I called back and asked them to please explain to me their side of the problem, but they could not.  I asked them to have someone call me who could explain and so far, a week later no one has reached out to me.  In the last three payouts I have been double charge for payment charges (fee for credit card processing).  This is a company that cannot be trusted.  I recommend everyone to check their payout carefully. 

It doesn’t seem like anyone monitors this site.  Has any at booking.com reached out to you regarding any of your concerns?  I can confirm that not one person has reached out to me regarding any of my postings on this site from booking.com.  This is evidence that they don’t care.

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Marta Guesthouse 9 months ago

I agree with you fully. This is shameful. Such a big company, working in the field, where costumer service is so important and theirs is such, that when they would have reviews, it would be not even "pleasant"... :(

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Natalia Carola… 9 months ago

I have disputed 2 commissions that I had not marked as no show soon enough. I’ve sent them proof, I’ve sent millions of messages and requests with different agents, for a whole 2 months now. Their response was” It was your responsability to mark those reservations as no show. You didn’t do it and to give you a credit note for those commissions would be a courtesy from us, which we will not give to you”. If that’s not an abusive behavior and clear theft, then I don’t know what is. 

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Miguel Vargas 7 months ago

Booking.com IS HORRIBLE!!! I feel the pain of each and every one of you. I only joined Booking.com since it was a requirement from the PMS I use to manage my properties. I've had a guest who did not pay a dime for their reservation because Booking.com's website was not working correctly (and it hasn't been fixed as I write this) to input the guest's credit card info. As a result, they stayed for free and caused $7,000 worth of damage (Yes, 7K!). And Booking.com is not helping one bit. Every time I call, I get put on hold, get transferred to another agent, get put on hold again, get transferred to another agent, and the cycle continues. It seems like there is nobody there that is capable of handling or even listening to our concerns.

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Marcos Gonzalez 7 months ago

Hello Miguel, I feel sorry for you because you may never recover the 7K.  In my case it took Booking.com more than four months to pay me 12 euros from a guest who bled all over my new bed sheets.  Mind you, I had to call them repeatedly for months.  All I got were excuses.  Booking.com policies are anti-partners, and they treat us like crap.  I hope you have a deposit amount under damage policy options, and you submitted a damage claim within the 14 days they allow.  They are sticklers when it comes to our rules, but they break their agreements to us all the time.  Booking.com is unscrupulous and a horrible partner.  I despise their treatment of us.  Whatever you do don’t give up, call them everyday if you have too.  Best wishes and good luck.

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Anthea Atkinson 7 months ago

I have been a host using Booking.com since 2016. this year has been a nightmare. Waiting weeks for payouts for their mistakes and now they have a glitch after doing maintenance and it will be 3 weeks next Thursday if they finally payout what I am owed. 

 

The very least they could have done is have the decency to inform us via the extranet that we would not be paid but they have left it to the support staff to tell us when we ring to complain. 

 

I would stop using Booking.com but I already have loads of bookings for 2024 so I like many others will have to continue to find ways to pay my bills without any money coming in. 

 

I'm sure Booking.com are raking it in with the interest on all our unpaid invoices.

 

Shame on you!!

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Marcos Gonzalez 6 months ago

Hello Anthea, I contacted Booking.com today because I found another error in the payment process.  Like always, I was informed they would escalate the issue to a blackhole where nothing comes out.  I have been reporting issues with the payment process since February 2023 and nothing has been resolved.  All I get are meaningless emails from the useless Credit Control Team.

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Elana McDermott 6 months ago

I agree.

What an arrogant, unprofessional, amateur and over-priced bunch this organisation come across as.  
Their finance people are, frankly, laughable at best. 
Most of my dealings with them have involved one-way conversations with people with very, very limited English (often whilst their babies yelled & dogs barked in the background).

I’ve just severed ties with them…alleluia!

Folks should simply refuse to use Booking.com

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ITD 6 months ago

Couldn’t agree more. Just had a terrible experience with host support. Booking.com’s calendar didn’t sync correctly and they double booked me. Treated me and the poor guest really badly. Conflicting messages, lack of call back, except one call from Singapore (I’m in uk) from someone who could hardly speak English, I couldn’t understand what she was saying. I requested the issue be escalated to a managerial level and she simply hung up on me. I’ve now taken my listing off BC. Disgraceful. 

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Andreea Apartments 6 months ago

Maybe is a kind of trial of small properties. Maybe Booking don't need us ! What will be when will came the invoices from Booking, with the amounts for 2 or 3 months ?

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Elana McDermott 6 months ago

I’ve actually detached myself & my property from this platform: Yet, ironically, these arrogant folks don’t appear to care?!? And funnily…..they still allow me post less than complimentary comments/facts about them.
There’s a reporter from a UK main newspaper interested in this issue.  I hope that this awful excuse for a company is fully exposed by him/her and I’ll help to do just that.

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TJ Hendricks 6 months ago

They are an absolute joke. Customer service is non-existent. 

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Marcos Gonzalez 6 months ago

Hey TJ, unfortunately they are horrible joke. It is all just a pretense.   For over two years non of my issues have been resolved.  Just like this forum it is not monitored and they just ignore all our comments. 

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Anna 5 months ago

I think everyone here we should leave the platform so they will start loosing money and acually fix their shity platform etc. They are other alternatives and we do not really need them. I have blocked my calendars and i do not deal with these scammers any more. I use airbnb and always are responding in the chat in less than 2 hours. Always are solving my problems and I am talking to a person and not a robot from some indian scamming office. 

 

I am done with them and you should do the same. The only way them to learn a lesson from scamming people are just to loose money. We are not doing anything from here just complaining. Perhaps right now they are reading everything and they are aware of how shity company they are. So let them pay the consequences.

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Victoria Barbour 4 months ago

I absolutely agree that there is NO customer service or support for partners.


I have contacted booking.com regarding lack of payout and no shows. In return I receive the same canned response to provide a reservation number and pin for my reservation!!! After responding each time that I am a partner, therefore I don’t have the requested information….I get another email asking for a reservation number and pin. There is no personalized or adequate help for partners. Needless to say, I didn’t receive a payout, but Booking.com sent me an invoice. IF they would have read any of my messages, they would have noted that I didn’t receive payment and  so how are they invoicing off of $0 collected/received?


This is a horrible. The lack of support and indifference Booking.com has towards their hosts/partners speaks volumes.  I’ve sent numerous messages to revive the Cannes response that they will respond in days. Nothing is urgent to them.It is apparent from every interaction so far with booking.com has proven to me that there is absolutely no partnership. 

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Marcos Gonzalez 4 months ago

Booking.com doesn't give a dam about hosts.  The only thing they care about is collecting their commission and nothing else.  Since the beginning of 2023 I have reported issues with the payout process.  They just sent me meaningles canned message.  

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Victoria Barbour 4 months ago

If they can get a commission off of the $0 payout they gave …