You keep saying talk to customer support. What you appear not to be acknowledging is that, whilst they've been helpful and supportive in other matters, on this point, they are entirely unable to assist and resolve the issue.
By Postal Code, presumably you mean post card? Never received this for either property. No mention of this from customer support in the hours of discussions we've had. We have taken over this property from previous owners who were on booking.com for years. The address hasn't changed. No other means of verifying (as you say) other than waiting an unknown amount of time for the backlog to be resolved. Have provided hard evidence, which has made no difference. What else can be done?
I have attempted to message you directly as well. The issue, is that the partner support representives are unable to help. They simply apologise and blame lack of staff. My previous points still stand, namely
1. The article that is being invoked needs to be substantiated in fact, with cause, else BDC stands to be in breach of contract.
2. We are told that it is an automated response (thus casting further doubt on point 1 above)
3. The 10 day lead time is not being honoured.
4. If so important that properties need to be closed, (a) why are they allowed to open in the first instance and (b) why are partners required to honour existing bookings?
5. BDC continues to collect commission on pre-existing bookings, but Partners have their payments frozen and are expected to pay invoices. Double standards.
6. No compensation offered for issues instigated by BDC, who don't (we're told) have the resources to implement
7. Why implement a process if resources unavailable to implement?
8. No reasons given for the review (refer back to point 1), other than an automated process; yet no mention of this as part of the sign up process (Partners not given fair warning).
I can't imagine the total loss of income to Partners and BDC, assuming this is a widespread issue. The issue may be open to legal challenges if it is ongoing and lacking immediate resolution.
Hi Rachel. Thanks for posting your experience. It's exactly the same as ours. I feel for the guy(s) and girl(s) on the other end of our complaint but as you say, they are totally ill-equipped to deal with this. Your postcard suggestion is perfect.
We have two properties on the same estate, but now both are under review. I'm reluctant to set up another one and we're more likely to simply ditch Booking.com and move to Expedia or AirBnB.
What bothers me in particular, and makes no sense, is that if address verification is so important that it requires the property to be closed down during the process, why do they allow properties to start trading in the first place, before this is resolved. Also, why continue to allow guests to stay (for previously booked accommodation)? Well, it's so BDC can continue to earn their commission and not upset the end user I guess... to hell with the 'partners' who actually bring BDC their business.
But on a more interesting note, the reason stated for the closure is Article 7c(iii) of the general terms, which states (sic) that if incorrect, misleading, inaccurate or fraudulent information has been provided by the owner, then BDC have the right to close or suspend services. By invoking this clause, they are essentially saying that they suspect foul play and in that case, I have demanded evidence of this to support their claim, otherwise I consider BDC in breach of contract (for invoking a clause without just cause). I have therefore suggested to the rather dazed call agent, then instead of reaching out to the review team, he reaches out (or asks someone else to reach out) to the Legal Team to explain the Article in question and justify this response.
Failing that, I will need to seek the advice of our own lawyers and explore a potential claim against BDC for breach of contract, lost profits, time spent, and reputational damages.
It's simply not good enough to close a property for no good reason, especially as we have provided all of the necessary information (I spent 2 hours with a service agent ensuring that the details they had was accurate and provided documentary evidence for the address). Furthermore, we have taken over this property from another owner, who successfully traded on Booking.com for years prior. It's the same property and the agent acknowledged this but was powerless to do anything more. Quite ridiculous!
I would say that, without knowing the details, I'm not sure what other partners can do to help your case, but it's certainly useful to hear about other's experiences.
If you feel that they are in breach of contract and are holding your money without cause, and you have been through the complaint process with no remedy, then the only other course of action it seems would be to initiate legal proceedings against them.
We're also thinking about leaving the platform as our properties are closed by BDC pending location verification, which has taken over 22 days (and counting) one one property and has just been initiated on another (they are both next door to each other). Why this process isn't done prior to launch, and why it takes so long is beyond us. We're just told that BDC is short staffed. Really not happy and have had no clear explanation from Customer Support, via phone or extranet message. How can this be resolved without further delay?
Personally, I believe its breach of contract but will be taking legal advice.
You keep saying talk to customer support. What you appear not to be acknowledging is that, whilst they've been helpful and supportive in other matters, on this point, they are entirely unable to assist and resolve the issue.
Couldn't agree more. I have even made a formal complaint, following the procedures outlined to us and have no response.
I have also asked for my complaint to be passed to legal, but the reps have no idea how to do that or esculate the case.
Will be taking legal advice soon and complaining to the watchdogs if my complaint is not dealt with in a timely, respectful and honest fashion.
By Postal Code, presumably you mean post card? Never received this for either property. No mention of this from customer support in the hours of discussions we've had. We have taken over this property from previous owners who were on booking.com for years. The address hasn't changed. No other means of verifying (as you say) other than waiting an unknown amount of time for the backlog to be resolved. Have provided hard evidence, which has made no difference. What else can be done?
Hi Jarrat
I have attempted to message you directly as well. The issue, is that the partner support representives are unable to help. They simply apologise and blame lack of staff. My previous points still stand, namely
1. The article that is being invoked needs to be substantiated in fact, with cause, else BDC stands to be in breach of contract.
2. We are told that it is an automated response (thus casting further doubt on point 1 above)
3. The 10 day lead time is not being honoured.
4. If so important that properties need to be closed, (a) why are they allowed to open in the first instance and (b) why are partners required to honour existing bookings?
5. BDC continues to collect commission on pre-existing bookings, but Partners have their payments frozen and are expected to pay invoices. Double standards.
6. No compensation offered for issues instigated by BDC, who don't (we're told) have the resources to implement
7. Why implement a process if resources unavailable to implement?
8. No reasons given for the review (refer back to point 1), other than an automated process; yet no mention of this as part of the sign up process (Partners not given fair warning).
I can't imagine the total loss of income to Partners and BDC, assuming this is a widespread issue. The issue may be open to legal challenges if it is ongoing and lacking immediate resolution.
Hi Rachel. Thanks for posting your experience. It's exactly the same as ours. I feel for the guy(s) and girl(s) on the other end of our complaint but as you say, they are totally ill-equipped to deal with this. Your postcard suggestion is perfect.
We have two properties on the same estate, but now both are under review. I'm reluctant to set up another one and we're more likely to simply ditch Booking.com and move to Expedia or AirBnB.
What bothers me in particular, and makes no sense, is that if address verification is so important that it requires the property to be closed down during the process, why do they allow properties to start trading in the first place, before this is resolved. Also, why continue to allow guests to stay (for previously booked accommodation)? Well, it's so BDC can continue to earn their commission and not upset the end user I guess... to hell with the 'partners' who actually bring BDC their business.
But on a more interesting note, the reason stated for the closure is Article 7c(iii) of the general terms, which states (sic) that if incorrect, misleading, inaccurate or fraudulent information has been provided by the owner, then BDC have the right to close or suspend services. By invoking this clause, they are essentially saying that they suspect foul play and in that case, I have demanded evidence of this to support their claim, otherwise I consider BDC in breach of contract (for invoking a clause without just cause). I have therefore suggested to the rather dazed call agent, then instead of reaching out to the review team, he reaches out (or asks someone else to reach out) to the Legal Team to explain the Article in question and justify this response.
Failing that, I will need to seek the advice of our own lawyers and explore a potential claim against BDC for breach of contract, lost profits, time spent, and reputational damages.
It's simply not good enough to close a property for no good reason, especially as we have provided all of the necessary information (I spent 2 hours with a service agent ensuring that the details they had was accurate and provided documentary evidence for the address). Furthermore, we have taken over this property from another owner, who successfully traded on Booking.com for years prior. It's the same property and the agent acknowledged this but was powerless to do anything more. Quite ridiculous!
I would say that, without knowing the details, I'm not sure what other partners can do to help your case, but it's certainly useful to hear about other's experiences.
If you feel that they are in breach of contract and are holding your money without cause, and you have been through the complaint process with no remedy, then the only other course of action it seems would be to initiate legal proceedings against them.
Hi Jarratt
We're also thinking about leaving the platform as our properties are closed by BDC pending location verification, which has taken over 22 days (and counting) one one property and has just been initiated on another (they are both next door to each other). Why this process isn't done prior to launch, and why it takes so long is beyond us. We're just told that BDC is short staffed. Really not happy and have had no clear explanation from Customer Support, via phone or extranet message. How can this be resolved without further delay?
Your help would be greatly appreciated.