There is also a Facebook Group (it won't help you get your money but there are growing numbers of people joining it, and people contacting journalists to highlight the poor and unfair practices of Booking.Com.
Here is the link: https://www.facebook.com/groups/285775963361036
Sorry to hear that. I suggest trying one more time and write that you have already made on complaint submission. Write all the facts down. I also told them I was asking my solicitor to send a letter if they did not respond within 7 days. Good Luck!
Here is the link:
Hello Aysin and Everyone
After waiting more than 8 weeks, we made a formal complaint using the complaint page on Booking.Com. We also instructed our solicitor who sent a letter. After 9 days of filing the complaint, we finally got a response. A competent person from BDC emailed us with clear instructions on how to do the security location verification. We were offered two choices either the video call or if you have an advert on another portal (AirBnB, vRBO etc) with five or more reviews you can make a screenshot to show you are the administrator of the site on the other portal. We were also offered proper pre-arranged appointment time for the video call (Whats App). The call was arranged and took place as agreed. We could then reopen our advertising on BDC, however, we then found out we had to wait a further two weeks to be paid as the payment cycles are every two weeks. I recommend you go to the complaints page and list your complaint as they seem to have a process to respond to complaints (7 to 10 days response time). Best Celia and David
After two months we filed a formal complaint through the BDC website complaints. We also instructed our solicitor. The complaint was responded to after 9 days. Someone more competent then gave clear instructions for the process of verifying the property and was able to act competently to set up a pre-arranged telephone call (something we had repeatedly asked for). We were also offered the opportunity to verify the location by using another platform (AirBnB) or similar if it had five or more reviews, despite having five or more reviews on Booking.Com which shows guests had stayed, been to the location and found everything as advertised.
There was no apology and to date no reply to our solicitor. We are now informed we just wait a further two weeks to receive payment due to the fortnightly payment cycles. It does seem the complaint system worked so I suggest navigating to that and putting your complaints in.
Facing the same problem, 8 weeks now. Account blocked for a security location verification and we cannot get paid. We understand the need for security checks but Booking.Com are unable to telephone to do the security check at any pre-agreed appointment time, do not ring back when they say they will, and the whole thing goes round in circles. We have issued a formal complaint and given 7 days for an adequate response and payment. We then regrettably will be instructing a lawyer.
Thanks for this description and update. We were offered the video call, went to a lot of trouble to arrange for our property manager to be at the property for the two specific dates and times agreed. We live in a different country to our property so rely on our local manager. Bdc then rang at a completely different time when the manager was no longer there (she has other properties and jobs to go to). Then every time we call we were told that we hadn't answered the call, after that, we were then told they don't do prearranged appointments for the video call and only a generic time to call (Mornings or Afternoons). Sounds like an old Soviet operation. By the way, this verification was not done at the outset, so BDC took bookings and we have had guests how have reviewed (so clearly we are where we say we are on the advert!). At this stage now going to a formal complaint. Six weeks now (told ten days, then 21 days, than 25 days....).
How lovely of you to list all this. I agree going that one step further, meeting all guests, using professional cleaners, and seeing guests are happy are just some of the things that make the difference. Congratulations on all your success. In the meantime, I continue to pursue BDC for resolution on the problems they are having with the location verification for properties which is causing accounts to be closed and owners neither being paid or being able to take more bookings. We started with other portals ten years ago, it was a lot easier then!