Today, things took a further turn for the worse. The Partner Services person on the phone, hung up on us. She was very snotty and said we simply had to wait and there was nothing else that could be done. No time-frame, tough titty! Yet, BDC's own web-page (see previous post) suggests that their own process should be straight forward and that it's simply a case of requesting a code.
When she asked if there was anything else she could help with, I asked for our official complaint to be responded to. She simply said that their response was for us to wait. I then asked why Article 7.3c(iii) was used to invoke the closure of our property and she hung up.
With that, I have now instructed our lawyers to look at this and have made representations to the CMA. I will also be writing to Trading Standards. We appreciate we are not alone in this but I see no rhyme of reason for the closure(s), especially for such a prolonged period of time. Should anyone else have any other comments or experience of this, especially if they have managed to resolve the issue, please post here. Thank you.
We believe that BDC are in breach of contract, and today I have instructed our solicitors to look at this. BDC are still billing us for commission and expecting us to honour any pre-existing bookings but have frozen payments the other way.
Today, the Partner Services representative hung up on us - she kept repeating that the only thing to do was to wait, and asked if there was anything else she could help us with. I said there was - I was looking for our formal complaint to be responded to properly, and an explanation for why the process was taking so long and why Article 7iii(c) was being invoked without grounds. At that point, she simply hung up!
10 days, we were promised. They allowed the property to open without so-called verification. They allow guests to stay during the verification. They have no other way of verifying (despite contradictory advice). We have supplied official documents proving our address. The property was previously listed on Booking.com. None of this makes sense.
We are also reporting Booking.com to Trading Standards and the Competition Commissioner for anticompetitive activity and unfair terms. We would encourage others in this situation to do the same, if they feel so inclined.
125 days!!! We were told to expect 10 days for this to be completed, and it's been over 30 already but 125 days is crazy. I'm seeking legal advice in 48hrs if the situation remains unresolved. I believe BDC are in breach of contract.
Hi Janita. When we asked for this from the Partner Services team, they said they were no longer offering this. How would this work in practice in any event?
I'm not sure how a video call would verify a location anyway but we were told they don't that anymore. Interested to hear how this unfolds on your end.
I've now given BDC 72hrs to resolve this issue with us before we pursue legal remedies and take our complaint to the watchdogs. We've been assured that the customer service representative has now emails all departments who are able to help, but I'm not convinced that this will change anything.
Point of note, on another similar thread, the BDB moderator gave advice that verification could be expedited via a video call. In speaking with Customer Service today, they told us they no longer offer this. We were also told that BDC no longer send postal letters with a PIN to verify against, despite what Jarratt has said here. It feels like the left hand isn't talking to the right hand. If trained BDC reps don't know the ins and outs of the business, how are Partners supposed to follow this properly?
Today, things took a further turn for the worse. The Partner Services person on the phone, hung up on us. She was very snotty and said we simply had to wait and there was nothing else that could be done. No time-frame, tough titty! Yet, BDC's own web-page (see previous post) suggests that their own process should be straight forward and that it's simply a case of requesting a code.
When she asked if there was anything else she could help with, I asked for our official complaint to be responded to. She simply said that their response was for us to wait. I then asked why Article 7.3c(iii) was used to invoke the closure of our property and she hung up.
With that, I have now instructed our lawyers to look at this and have made representations to the CMA. I will also be writing to Trading Standards. We appreciate we are not alone in this but I see no rhyme of reason for the closure(s), especially for such a prolonged period of time. Should anyone else have any other comments or experience of this, especially if they have managed to resolve the issue, please post here. Thank you.
We believe that BDC are in breach of contract, and today I have instructed our solicitors to look at this. BDC are still billing us for commission and expecting us to honour any pre-existing bookings but have frozen payments the other way.
Today, the Partner Services representative hung up on us - she kept repeating that the only thing to do was to wait, and asked if there was anything else she could help us with. I said there was - I was looking for our formal complaint to be responded to properly, and an explanation for why the process was taking so long and why Article 7iii(c) was being invoked without grounds. At that point, she simply hung up!
10 days, we were promised. They allowed the property to open without so-called verification. They allow guests to stay during the verification. They have no other way of verifying (despite contradictory advice). We have supplied official documents proving our address. The property was previously listed on Booking.com. None of this makes sense.
We are also reporting Booking.com to Trading Standards and the Competition Commissioner for anticompetitive activity and unfair terms. We would encourage others in this situation to do the same, if they feel so inclined.
I'm not sure what else we can do?
125 days!!! We were told to expect 10 days for this to be completed, and it's been over 30 already but 125 days is crazy. I'm seeking legal advice in 48hrs if the situation remains unresolved. I believe BDC are in breach of contract.
Hi Janita. When we asked for this from the Partner Services team, they said they were no longer offering this. How would this work in practice in any event?
I'm not sure how a video call would verify a location anyway but we were told they don't that anymore. Interested to hear how this unfolds on your end.
48hrs to go...
I've now given BDC 72hrs to resolve this issue with us before we pursue legal remedies and take our complaint to the watchdogs. We've been assured that the customer service representative has now emails all departments who are able to help, but I'm not convinced that this will change anything.
Point of note, on another similar thread, the BDB moderator gave advice that verification could be expedited via a video call. In speaking with Customer Service today, they told us they no longer offer this. We were also told that BDC no longer send postal letters with a PIN to verify against, despite what Jarratt has said here. It feels like the left hand isn't talking to the right hand. If trained BDC reps don't know the ins and outs of the business, how are Partners supposed to follow this properly?
Please take a look at another thread where this issue is causing problems for others too: "Account disabled after property listing"