What really surprises me again and again is how fast the police to put responsibility to someone's else shoulders ("Booking has responsibility")...Where in fact they had to accept the complaint and act on it, such as check CCTV cameras or at least make ocular inspection... get ID of the guest from the owner and check on him... etc
As Isle said about this scammer's scheme, it happens everywhere and there are just 2 factors that can stop scammer to do that in your property - very cautious host, who really checks IDs and conducts KYC and cameras within the property and it's vicinity.
We can't prevent scammers of doing criminal acts in our property, even if we do extra steps on checking their identity, they might still do bad things with providing all passports, etc. But we can encourage good people to rent from good host. No one stops you to put a profile picture and your name to your listing and warm introduction to prospective guests, so they know WHO is exactly the real landlord. You can even write "be aware of scammers, deal with real landlord". It might even boost your bookings :)
Honestly, Booking is the most readable and clear site you have seen. That's why they still have clients, though they have other imperfections.
Nowadays, people do not like to read! Proof? Just check how many properties offer books! Even 5 stars hotels do not do that. And what even more... people are even lazy to look at pictures asking the host too many questions...
Right after the booking send your Terms in a welcome message and repeat, if needed!
Everyone is free to check how the person is trusted before to marry him :) All OTAs you have mentioned are running on different schemes. 3 months - that's the time that Booking set to check if you are really trusted before to make payments on Your Behalf, and still have no guarantee that you will not abandon their clients.
We had a case here on the forum, where the host took money from the guest, didn't provide a place to stay, saying "the property was sold, not her fault" and then created a Full Crying Drama here saying I am rude to say she is irresponsible host :)
Money means responsibility. Now you are the one, who is taking money, and no middle person is involved and responsible Legally for someone's else fault. Now, somehow it's uncomfortable for you, and Booking has to take a great care for a person, who is if not a stranger, but not really known for being responsible. So, they are willing to wait for 3 months to check on you.
I think it's not a long time to set a good partnership, when someone takes good care of you. You asked WHY - I tried to explain why. And, as a host, I really understand why it is so, so, so uncomfortable for you. My "cash times" with Booking were nightmare times.
CCTV might be too expensive,time consuming and causing you stress!
In the first place, you should not allow unauthorized people to come in.
I know, it's hard to do, but there should be a way!
Housekeeper, if you have one, or security deposit might work.
Also, I noticed, that the property that can sleep 10, will have 15. Unlike those properties for 2 people only. The more beds/space you have, the more cases of non authorized guests will appear.
One option is to make the guests sign an Agreement upon check in, where they will see in black and white extra charges for add on guests and penalties for non authorized guests.
I am very sorry to hear about what happened to you. I hope that you are doing better now and your kids as well.
Were you able to check his ID and did it match the name as in reservation? If yes, then you can proceed with criminal charges. For that purpose you should secure medical Legal report as soon as possible as there is short time frame for it. Call police and they will tell you what hospital in your country can issue medical legal certificate. When you have it, go to police. This certificate is enough for police to file criminal charges.
If you know their identity and they are still in the country, they will have wonderful time dealing with police, if police is reliable in your country.
In addition to it take pictures of your bruises. Report to Booking by pressing Report Misconduct. Call their hotline. Send message to Finance dept in extranet. You can dispute again after they issued financial statement. Just keep reporting as much as you can and they might return to you the commission for that particular stay...
"yes filed the complaint with the police who responded and logged the incident as an assault I even provided all relevant police log number and crime reference number to booking.com."
As I explained above, the filing does not mean guilty. And besides the process is too bad for you: time waste, money waste and please don't feel down! This person was just smoking when some people kill each other, be happy that you safe!
"perhaps there is no legal duty of care but I think there is a moral duty of care this individual attacked me in my own home in front of my wife and children and booking.com are allowing this person to book in your home."
Moral duty... You know what it means... When you expect people to act and feel the way you do. It's impossible. They grew up in a different kind of a family, had different way of doing things, and... How did exactly they attack you?
You will be surprised. Other sites such as Airbnb will block the host, not the offender! Because anyone can complain to police, and even if someone has a case, it doesn't mean yet they are guilty.
It is completely, completely your responsibility for your own safety, not to mention the safety of property.
Any OTA serves as newspaper ad, where they just play a role making people meet each other. What happens next is up to the landlord and tenant and government authorities, if needed. OTAs have no human resources and possibilities to check who offended whom.
What really surprises me again and again is how fast the police to put responsibility to someone's else shoulders ("Booking has responsibility")...Where in fact they had to accept the complaint and act on it, such as check CCTV cameras or at least make ocular inspection... get ID of the guest from the owner and check on him... etc
As Isle said about this scammer's scheme, it happens everywhere and there are just 2 factors that can stop scammer to do that in your property - very cautious host, who really checks IDs and conducts KYC and cameras within the property and it's vicinity.
We can't prevent scammers of doing criminal acts in our property, even if we do extra steps on checking their identity, they might still do bad things with providing all passports, etc. But we can encourage good people to rent from good host. No one stops you to put a profile picture and your name to your listing and warm introduction to prospective guests, so they know WHO is exactly the real landlord. You can even write "be aware of scammers, deal with real landlord". It might even boost your bookings :)
Honestly, Booking is the most readable and clear site you have seen. That's why they still have clients, though they have other imperfections.
Nowadays, people do not like to read! Proof? Just check how many properties offer books! Even 5 stars hotels do not do that. And what even more... people are even lazy to look at pictures asking the host too many questions...
Right after the booking send your Terms in a welcome message and repeat, if needed!
Everyone is free to check how the person is trusted before to marry him :) All OTAs you have mentioned are running on different schemes. 3 months - that's the time that Booking set to check if you are really trusted before to make payments on Your Behalf, and still have no guarantee that you will not abandon their clients.
We had a case here on the forum, where the host took money from the guest, didn't provide a place to stay, saying "the property was sold, not her fault" and then created a Full Crying Drama here saying I am rude to say she is irresponsible host :)
Money means responsibility. Now you are the one, who is taking money, and no middle person is involved and responsible Legally for someone's else fault. Now, somehow it's uncomfortable for you, and Booking has to take a great care for a person, who is if not a stranger, but not really known for being responsible. So, they are willing to wait for 3 months to check on you.
I think it's not a long time to set a good partnership, when someone takes good care of you. You asked WHY - I tried to explain why. And, as a host, I really understand why it is so, so, so uncomfortable for you. My "cash times" with Booking were nightmare times.
CCTV might be too expensive,time consuming and causing you stress!
In the first place, you should not allow unauthorized people to come in.
I know, it's hard to do, but there should be a way!
Housekeeper, if you have one, or security deposit might work.
Also, I noticed, that the property that can sleep 10, will have 15. Unlike those properties for 2 people only. The more beds/space you have, the more cases of non authorized guests will appear.
One option is to make the guests sign an Agreement upon check in, where they will see in black and white extra charges for add on guests and penalties for non authorized guests.
I am very sorry to hear about what happened to you. I hope that you are doing better now and your kids as well.
Were you able to check his ID and did it match the name as in reservation? If yes, then you can proceed with criminal charges. For that purpose you should secure medical Legal report as soon as possible as there is short time frame for it. Call police and they will tell you what hospital in your country can issue medical legal certificate. When you have it, go to police. This certificate is enough for police to file criminal charges.
If you know their identity and they are still in the country, they will have wonderful time dealing with police, if police is reliable in your country.
In addition to it take pictures of your bruises. Report to Booking by pressing Report Misconduct. Call their hotline. Send message to Finance dept in extranet. You can dispute again after they issued financial statement. Just keep reporting as much as you can and they might return to you the commission for that particular stay...
"yes filed the complaint with the police who responded and logged the incident as an assault I even provided all relevant police log number and crime reference number to booking.com."
As I explained above, the filing does not mean guilty. And besides the process is too bad for you: time waste, money waste and please don't feel down! This person was just smoking when some people kill each other, be happy that you safe!
"perhaps there is no legal duty of care but I think there is a moral duty of care this individual attacked me in my own home in front of my wife and children and booking.com are allowing this person to book in your home."
Moral duty... You know what it means... When you expect people to act and feel the way you do. It's impossible. They grew up in a different kind of a family, had different way of doing things, and... How did exactly they attack you?
You will be surprised. Other sites such as Airbnb will block the host, not the offender! Because anyone can complain to police, and even if someone has a case, it doesn't mean yet they are guilty.
It is completely, completely your responsibility for your own safety, not to mention the safety of property.
Any OTA serves as newspaper ad, where they just play a role making people meet each other. What happens next is up to the landlord and tenant and government authorities, if needed. OTAs have no human resources and possibilities to check who offended whom.
What do you mean you provided a crime number? Did you report to police? Did they file a case? Do you have a case number?