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Milos Radovic
Irrelevant answers by Booking.com Partner Support Team
Dear partners
We are all sharing problems with AUTOMATIC answers on our emails sent by Extranet to booking.com relevant email. Those Automatic answers are mostly irrelevant because their contains answers who does not have to do anything with topic in sent email.
What mostly drives crazy owners of properties is that after not getting any serious answer from some Booking.com Partner Support Team (who actually read sent emails by owners), is decision which on the damage to the owner of property.
Lets discus a bit this kind of experience!
Hi Milos Radovic, thank you for your comment, appreciate all the feedback you can give to us.
Could you share with me if these automatic answers are from the Customer Service team, Credit Control or to what topic are they related so we can track them and check if there is a bug or error in the system that may be autoreplying incorrectly?
Thank you!
AIlyn
Milos Radovic, I went deeper into the booking you are referring to, and I do see the No-Show marked in the system the next day after check in was expected, however, it was reversed since the guest said they did stay at your property.
Not sure if you know the process for No-Shows, but here is a summary.
When you mark the reservation as No-Show, an email is sent to the guest to confirm if they did not attend to their reservation. If they confirm that they did not stay, the No-Show proceeds as normal, no commission is charged (if no fee or income was received) and they do not receive a link for review. And if they confirm they did stay at your property, then the no-show is cancelled by the system, the invoice is automatically issued and the link for review is automatically sent to the guest.
My suggestion here is to contact the Customer Service team to ask for a proof of stay (if the guest stayed, you charged, right?), so the guest should have this charge, invoice from your property, or similar). Customer Service will contact the guest and give 15days to provide this invoice/proof of payment/stay. After those 15 days have passed, please contact Customer Service back and ask if they have the proof. If they do not, then you can now send a message through inbox to Finance advising that you request the commission of this booking reversed since the guest was unable to provide proof that they stayed or paid anything for their stay.
Once you have the invoice reversed and that Customer Service acknowledges that the guest was not able to provide proof, then you can request (again) to the Review team to remove the comment as at that time, both the No-Show will be confirmed and there is no invoice for commission for the booking.
I hope the above helps you solve this issue and will certainly share your feedback and luciana davio´s.
Ailyn
I just saw with my staff all those photoes and we listened phone call MR.Milos attached. Don't you really think this is a kind of scandal for booking management?
The situation is more than clear, if you do not solve these kind of negligence, whole system canbe sued in court one day with all those situations as evidences!
PS: good luck MR Milos, you really deserve justice!
is this your kind of DEEP CHECKING situation?!!
First telling me to mark non show, then you see it was marked as non show, then when you got all evidences that guest did not stay and you just do not reply any more?!
Ofc you still want comission for non show guest!
Luckily we do all such a nice videos on youtube about booking team, such as aboht this topic and 100k we passed in 10 days!
We were called yesterday by booking and agent offered us to remove text of review of non show guests, but to keep review score! DECLINED!
PS: call was then transwered to invoice team were lady was telling me that its NORMAL! to pay 2 comissions for 2 different guests for the same day even if we only have one apartment! 😂😂🤯
thank you very much for your help but now this guest can leave reviews from detention pending trial jail.
you can see our inbox there are photoes from police station and of his documents. OFC you can claim that he stayed in POlice station and post his review because in police station they dont have great guest service :D
It is out of the topic,
but i have to underline that booking went really down with a service, compared to 2 years ago.
Last year(September 2021) my computer and accounts got hacked, and money stolen from the accounts. I sent 3 or 4 times messages to help service to stole payments for another month , until i open an another banc account. They didn't reply to any of those messages. after that i called booking. As my properties are in south Greece, i hope someone AT LEAST from Europe will talk to me. In stand of that i spoke with a girl from Singapoure whose English wasn't even basic! Of course i got NO help from booking.
Luckily , bank manage to issue me a new card and a new account, before i got commission on my "hacked" account.
Booking just removed 5 of our posts where are irrelevant answers of review team in attachments!. But more them 215 people already saw it and its on youtube. Its cheap way you try to hide things! Now you just gave us more materisls. Thanks 😉
In April 2015, the European Union warned that Booking.com is one of several internet firms that may have reached market dominance beyond the point of no return.
Data from Wikipedia!
On 16 June 2020 expired the deadline set by the European Commission and national consumer protection (CPC) authorities for Booking.com. The authorities denounced the practice of using manipulative techniques such as hiding sponsoring in the ranking, unduly putting time pressure on users or misrepresenting rebates etc.
I agree withe the statement that Booking come service for hosts is terrible and painfull :( I wish I knew it earlier. So sad :(
What can be done ? My experience has been a nightmare ?