Unfortunately I don't think you can get any refund if you are not processing the payment yourself. You can contact or message your account manager (Click "inbox" ---> ""Booking.com messages") You will find the name and contact number for your local account manager on the right hand side of the page.
Please report pax also by clicking pax booking then on the right hand side bar you will see "report guest misconduct" button. Click it and just report it. While it may not refund you the money, it will block pax to book into your place again and also it will help other hostels as it will be in BDC database (I hope so). BDC will waive their commission fee for this booking.
Hope it helps.
This is another post that you might want to follow: https://partnerhelp.booking.com/en-gb/community/migliorare-la-performance/which-other-channels-are-you-using-promote-your-hotel
Exranet is based on username and password so it does not go thru emails. Any of you can just open the extanet and fill out the necessary username and password. You can download app "Pulse" as well thru your smartphones.
OK, marked Pibomarco ---> invalid credit card customer LOL
I am user and customer of all channels I use so I know their - and + except for Jumia. Depends on the area indeed and for me always, the value of money. I use Jumia for African countries as they have more choices and accept prepayment as I do not like to carry cash and pay cash due to being traveled by myself to certain areas that might not have ATM facilities. No, I do not like to book directly to accommodations as I love OTA's customer service if problem arise (again this is because of my choice of destinations LOL) and also I like the idea to "spread the money to make the economy moving". OTA hires many customers services and support system staffs all over the world and decrease unemployment rates in many countries. It is just me and my crazy idea. Of course it is only in my head. LOL.
I compare BDC and Hotels.com when I book hotels. They are competitive in price. BDC offers genius perk that gives good discount and freebies but sometimes Hotels.com or Expedia offers cheaper rates especially when you make it combo with the flight. I am just a normal traveler look for good value of money - and that's how I pattern my guests will do as well. LOL. However I limit my choice with BDC as I personally how lousy they are in handling my credit card details. (Who still keep manual record like that in 2018 but BDC?)
Yes, I do aware of that. AirBnB now is joining up with siteminder to be just another OTAs just like others. Many laws and city regulations even here in Asia prohibit AirBnB to expand more. I as customer am using AirBnB as well when I am looking for something more specific . Ours is a youth hostel mostly single travelers that are looking to meet others. This niche does not look for hostel in AirBnB and when they do go thru AirBnB they expect more exclusive and personal service which we cannot offer. I do not like their previous and current platform as well but as they are joining up with siteminder, we might keep that in mind if we have enough space to cater more business. So far, our place of 25 rooms are quite okay with three main channels.
@Boshcdal BDC offers China target market feature. You can go to extranet and find the feature under Rate and Availability button.
Due to the nature of our business, we only use Hostelworld, Expedia and Booking.com. We do not opt for Airbnb due to the niche customers are not we are looking for.
All of them demands 15% comm fee. At the moment Hostelworld and Hotels.com (under Expedia) sends us the most bookings as customers nowadays use Trivago and Tripadvisor and their sites gives customers comparisons of prices in the sites and we set our price to be the cheapest with Hostelworld and Hotels.com as their payment managements are much superior than BDC.
We do not use our own website but we use "Book Now" button on Facebook. Our customers are 18 - 25 years old using socmed heavily. The "Book Now" button is directed to our integrated Channel Management System and PMS that also offers payment getaway so we do not have to pay extra on boosting our own website and manage website.
Believe knowing your own niche and customers is the key as every OTA has different niche.
@Boschdal, BDC and Hostelworld and Expedia offers special targeted market to Asians. You can contact your customer service. BDC has specific different payment method as Asians (specifically Chineses uses Alipay to pay). BDC will offer you a Virtual Credit Card payment system for it. Expedia has in their extranet option to target the countries. (I provide the screenprint from expedia extranet where you can choose specific countries or region). Hostelworld also designs specific microsite for Chinese audience.
Hope it helps. Cheers