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Not honoured by Booking.com - Risk-free Reservation policy

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Leonie Ramsay

 We received notification on 21 September via the Extranet that

"if a guest cancels, we'll look for a new guest for the same dates. IF WE CAN'T FIND A REPLACEMENT, YOUR ROOM WILL STAY EMPTY AND WE WE'LL PAY FOR THE RESERVATION".

This has happened twice since receiving this new policy and twice we have been denied the remedy to the cancellation promised.

We were advised by Customer Service that this was actually just a TRIAL and not implemented except for a chosen 500 cancellations world wide per day.

I find this a blatant disrespect for the accommodation provider and FALSE advertising to us.

 We can no longer believe or trust what is promoted to us by BOOKING>COM  as a new tool as they say to "HELP US MAKE MORE MONEY".

 

Has any one else had this experience?

 

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    Caroline Crabtree

    I had an experience of this - a cancellation, then another booking dropped in, only for them to instantly cancel - this happened 3 or 4 times (new booking/instant cancellation) then another booking that did "stick". The guests were very unhappy with what they got, complained in 2 A4 pages to me, adding that they felt "duped". I wondered if they had been re-routed (as it were) from a very different property. I ended up giving a large refund - so not a good experience. 

     

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    Slayleigh

    I was offered this and didn't accept as didn't fully understand how Booking.com could pay out risk free without them loosing money. Also have my suspicions on rerouting customers from their chosen B&B especially if that B&B isn't full. :(

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    Trinidawson

    We received the "Risk Free Reservations" message from Booking.com on Nov 20, 2017. In December, we had 5 paying guests, 6 cancellations, and 1 no-show. I wonder what Booking.com invoice for December will show? Have sent two messages to customer service to get details of this program, but have not received any response. In practice, if we get a reservation from booking.com, I do not block our Airbnb listing. Unfortunately. the reservation dates are blocked on booking.com site, so no one can book those rooms on those dates.

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    Cayopete

    Same problem and after one hell of a lot of communication back and forward to try and find an actual policy this is the latest response on 26th June 2018.

    Dear Partner,

    Thanks for getting in touch with us.

    Please allow me to share the following:

    The Risk Free Reservation only covers some reservations, at times. You will see whether a reservation is a part of this, after it has been cancelled by guest. It will clearly state that this reservation (from that point forward) is a part of the Risk Free Reservations and that we will find another guest for you for that date.

    *They cannot tell you what reservations is part of it, so basically a con !*

    I have refused to pay any invoice that has a no show / or cancellation on, if the amounts exceed the total invoice price, and invited booking.com to take me to court, would love to shout this to the world

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    Alexandros

    Any cases where the "risk free reservations" features has been auto-activated by Booking.com without even a message in the extranet?

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    Holylandapartments

    This happened to me as well, I'm writing back and forth to them and they refuse to pay, they are the most dishonest established I have ever seen. stick with airbnb and you do well get paid on time and they handle damages made guests.

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    Cayopete

    Holylandapartments you are so right, I urge everyone to stick with airbnb, I've stopped taking booking with booking.com and my occupancy rate has not dropped, airbnb keeps me at 91 to 98% full. I am still refusing to pay commission to booking.com for the months in took for them to explain their policy and why I did not qualify for risk free reservations, and of course they can't explain, I have invited them to take me to court for the outstanding amounts, but they do not respond. Here is the best although I don't take booking on their website my properties are still displayed, so I have changed the description and now includes ' book on airbnb it's cheaper' and it was approved and is now displayed !  

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    Smits

    I started this thread and what I have come to learn is that booking.com is really designed to look after the hotel chains and not the smaller apartment blocks, owners, or small establishments. They started looking "over the fence" at what airbnb were accomplishing and opened their doors to us without taking into account that we are different and take a personal interest in these kinds of incorrect messages - the big hotel chains probably never read what they get sent.

    Their commissions are exorbitant and they fail to see us in a different way

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