Sorry for slow response. For some reason I was not notified of you comment. My 2 day minimum is set within my rate plan. To be honest, I am inclined to give up, especially after seeing Aphrodite's comments below. Still feel very let down by my 'partner ' BDC. I suspect the mistake they have made in not paying me is down to incompetence rather than malice or meanness.
Thanks so much for your message. I was completely sure the rules were as you describe, but I have been told that my latest Smartflex cancellation will not be paid BECAUSE I had a restriction of 2 night minimum stay which I did not remove.
Like you, I have been paid in the past without removing my 2 night minimum requirement.
This is something I have been battling with since September. I was originally told that I would not be paid because I made changes to restrictions, which I absolutely know I did not. I know one can't make changes which BDC are seeking a replacement after a SF cancellation. That would be unfair on them!
I did ask if it might be possible that something had been accidentally changed on my account as I believe BDC are doing lots of system updates all the time. I was given extremely short shrift on that (polite!) enquiry.
I use a channel manager software and only make changes on OTAs via that. The company I use have reviewed changed logs on my account and confirmed nothing was updated since August.
After much time expended and a lot of calls and messages I was then told the reason I would not be paid was down to non removal of the 2 night minimum.
This really does leave a very sour taste in my mouth and I have cancelled SF for now in case they have actually amended the rules.
May I check, when did you last have a SF booking cancelled and not replaced? If it's a while back that would not preclude a relatively recent (i.e. September onwards) rule change.
Oh! I thought this was an alternative to the customer support, and hoped it would be better. They people who work on customer support need to be trained to read all the messages about an issue before they respond. I have often followed up where no answer has been given to a question with something like "I am still awaiting a response to my query about ...... which was send on [DATE]" and all I ever get back is something like "What is your problem?"
And you will recall that when I first came in here it was because I was at my wits end as to what the REAL rules were for Smartflex, having been told different things by different customer support team members.
Also - I still have no answer on the real Smartflex rules. My post earlier today, sent @Didem - Commun…, relates.
Please, please, please can you tell me how to get an answer.
I just got another 'you've broken our rules' email. Apparently my message has been removed, but again I can't find any that isn't there any more. And I definitely didn't break the rules. This is getting to feel like I am being victimised.
Could you please give your colleagues a reminder about my issue. All I need is a straight answer to a straight question: what are the rules of Smartflex, particularly do you require me to remove my pre-existing 2 night minimum in order for you to find replacement guests. It just needs a one word answer - 'yes' or 'no'.
Please may I check - does anyone ever reply to posts on this platform? I have written only a couple of time but have not had any response to some pretty important enquiries.
Thanks. Helpful. Please see my comment to John above also
Best wishes
Sorry for slow response. For some reason I was not notified of you comment. My 2 day minimum is set within my rate plan. To be honest, I am inclined to give up, especially after seeing Aphrodite's comments below. Still feel very let down by my 'partner ' BDC. I suspect the mistake they have made in not paying me is down to incompetence rather than malice or meanness.
OK.
Reading what your colleague says I have no idea why I was not paid.
I had nothing blocked so there were no elements of my inventory which were unbookable.
My Channel Manager has checked the change log and no changes were made since 4 August!
Please can you ask her to look again at my specific booking which was not paid and tell me exactly why you have not paid me.
Based on what you have told me I can't see why I have not been paid.
Hello John,
Thanks so much for your message. I was completely sure the rules were as you describe, but I have been told that my latest Smartflex cancellation will not be paid BECAUSE I had a restriction of 2 night minimum stay which I did not remove.
Like you, I have been paid in the past without removing my 2 night minimum requirement.
This is something I have been battling with since September. I was originally told that I would not be paid because I made changes to restrictions, which I absolutely know I did not. I know one can't make changes which BDC are seeking a replacement after a SF cancellation. That would be unfair on them!
I did ask if it might be possible that something had been accidentally changed on my account as I believe BDC are doing lots of system updates all the time. I was given extremely short shrift on that (polite!) enquiry.
I use a channel manager software and only make changes on OTAs via that. The company I use have reviewed changed logs on my account and confirmed nothing was updated since August.
After much time expended and a lot of calls and messages I was then told the reason I would not be paid was down to non removal of the 2 night minimum.
This really does leave a very sour taste in my mouth and I have cancelled SF for now in case they have actually amended the rules.
May I check, when did you last have a SF booking cancelled and not replaced? If it's a while back that would not preclude a relatively recent (i.e. September onwards) rule change.
@ Didem - Commun…
Oh! I thought this was an alternative to the customer support, and hoped it would be better. They people who work on customer support need to be trained to read all the messages about an issue before they respond. I have often followed up where no answer has been given to a question with something like "I am still awaiting a response to my query about ...... which was send on [DATE]" and all I ever get back is something like "What is your problem?"
And you will recall that when I first came in here it was because I was at my wits end as to what the REAL rules were for Smartflex, having been told different things by different customer support team members.
Also - I still have no answer on the real Smartflex rules. My post earlier today, sent @Didem - Commun…, relates.
Please, please, please can you tell me how to get an answer.
Thanks you
Hello again, @Didem - Commun…
I just got another 'you've broken our rules' email. Apparently my message has been removed, but again I can't find any that isn't there any more. And I definitely didn't break the rules. This is getting to feel like I am being victimised.
Could you please give your colleagues a reminder about my issue. All I need is a straight answer to a straight question: what are the rules of Smartflex, particularly do you require me to remove my pre-existing 2 night minimum in order for you to find replacement guests. It just needs a one word answer - 'yes' or 'no'.
Many thanks.
Please may I check - does anyone ever reply to posts on this platform? I have written only a couple of time but have not had any response to some pretty important enquiries.
Please let me know, BDC. Many thanks