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quality review by booking.com

I am confronted by a one sided unannounced action of our partner, Booking.com. While being a partner for almost a year, frequent reservations and a customer review score of over 9,5!!  Booking.com decided to switch off the account for a quality review.

Consequences are that my chalet is sold out according to the booking.com site and the partner help desk give no answer on why, when etc. They only inform me that they don't know anything and that it will take NORMALLY 5 working days!!

 

WHO ELSE HAS EXPERIENCE WITH THIS TYPE OF ACTION BY BOOKING.COM AND PUTTING YOU FOR AT LEAST FIVE DAYS OUT OF BUSINESS !!!!

UNBELIEVABLE.  HELP !!

REPLIES ARE APPRECIATED 

 

 

 

 


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Katerinka12 5 years ago

Hello,

I am sorry to hear about your problem. Booking does not turn off your account just because of bad reviews, or the score.

Can you calm down and explain what actually happened?

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Alan 5 years ago

Hi I have just had the same thing happen to me although this time it is for a new property I have listed. I have 9.6 reviews for my other properties. I put a new property up and have taken 5 bookings already and now my “partner” has closed the listing and will not tell me why for “security reasons”
If anyone else has had the same experience I would be interested to know how they handled it

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Helen Izatt 5 years ago

Hello

This has just happened to me, the email advised that this would be resolved within 10 days. (not specified if this is 10 working days) But it is now 14 days later and I've not heard anything. It's most frustrating that there is no way to contact Booking.

Would be interested if others were switched back on? And if so how this happened?

Helen

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Campbellsbedan… 4 years ago

I have been with Booking.com for just over a month, with lots of booking in the first week. Then nothing. Followed by cancellations galore!I have just found out that there has been a “quality review” ongoing since 5th March ! Stunned!

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Katerinka12 4 years ago

Are you on cash basis with Booking or do you accept payments through Booking payments (credit cards)?

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Katerinka12 4 years ago

What do you mean no difference? It's a big difference. How do you accept payments from the guests?

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Campbellsbedan… 4 years ago

Sorry, I didn’t mean no difference, I just wasn’t sure what you meant. No I don’t get payments directly from guest. I get paid though Booking

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Helen Izatt 4 years ago

I have been messaging Booking.com, general enquiries. They have said that a message was sent on Thursday with options. I can't see any options. Has anyone had this problem. Meantime my property is not bookable for nearly 3 weeks.

Helen

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Campbellsbedan… 4 years ago

Also found out that booking has cancelled bookings and said that it was me that cancelled!

It wouldn’t be so bad if they had told me on the 4th of March what was going on! Being honest with the guests would of been good too!

Its left me nearly speechless and very cross with booking ?

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Katerinka12 4 years ago

I am not sure what do you mean "quality control". And how did you know its Booking who canceled and not the guest? Did they provide you with explanation?

What cancelation policy do you have? Booking also sends as marketing push invitations to the hosts to provide free non refundable cancelation with no time restrictions. You should know for sure what kind of cancelation policy do you have and treat to it accordingly.

When I started hosting, I was also feeling upset when I saw cancelations. Later on I understood that they are just normal part of the business and they happened not because I did something wrong or my place is bad. Plans change, flights get delayed...

As for us we can't be strict on cancelations, because my properties are located in the airport area, so it's normal to experience them though we have them rarely. I also return money to the guest with no questions asked even if I have the right to charge them. They are just human beings and don't know what to do in their life, as their plans change every minute. Some of them really appreciated such behavior, wrote me good reviews and even said that might stay in the future.

You can opt to make your cancelation policy more strict.

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Katerinka12 4 years ago

Also, keep your doors open. If I have a problem with Booking (guest canceled and left, but the date is blocked for him), then I open the room on Airbnb. And vice versa. For that reason I don't use channel manager, I am the channel manager myself :)

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Campbellsbedan… 4 years ago

I got in touch with the last guest that cancelled, to check that he had cancelled. (Due to arrive tomorrow) and he explained that booking told him that I’d cancelled.

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Katerinka12 4 years ago

And if he tells you that Madonna is his wife, would you believe him?

Please, dear forum members, don't post someone's else's words as the truth. This is for your own sake - always ask direct source, like did you write to the Booking to ask if they really canceled on your behalf and without informing you? Treat your partner as a partner, let him talk.

One woman was detained in jail for many years and she was incredibly missing her mother. Once she was realesed the first thing what she did she came to her mother's house. She was walking fast, being very excited.

But her mother was sick and lying in bed. Her aunt instead met her at the door. She told to that woman, that she is a bad daughter, bad niece and that her mother does not want to see her! Go back to jail, she said!

The woman believed her aunt and left crying like a river. Only after her mother death she found out, that her aunt lied being jealous of her, and that her mother loved her and wanted to see her very much. But it was too late.

Never allow this situation happen. Booking never decided on your behalf. They don't deal with cancelations. Even when their help is needed (in case of dispute), it's hard to get them involved.

It's only up to the guest and you to cancel. You are not allowed to cancel on your own, without guest accepting cancelation on his side. It's 2 way for you. But it's a 1 way for your guest to cancel without communicating with the host. And when the hosts asks him why, the easy escape to say that the host is bad (just in case, what if any charges?), that's why he is flying to see Madonna.

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Wordonthekerbuk 4 years ago

So I managed to list my property on Booking.com. I started receiving reservations and then BAM! all of a sudden Booking.com randomly decided to do a quality review on my property and made my listing unbookable. I got an email stating this would take ten days and that they would keep me updated.

It is now thirty days later and they still ain't done it. They never kept me posted I have to constantly ring them. They tell me that they have a backlog of properties to review and until they get round to me all bookings and payments will be suspended!!! Which begs the question: why would they still randomly be selecting properties to undergo a review when they have a massive backlog?

So incredibly frustrating and half the call staff are clueless. It really doesn't seem fair that Booking.com can hold onto my money until they do a quality review when they have no idea of when or how long such a quality review could take.

I am not enjoying this 'partnership' and will be looking at alternative ways to rent my property that doesn't involve partnership with Bookiing.com

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Fjordor Kulla 4 years ago

I have the same problem as you with my property. It has been 2 weeks now and they say be patient, the right department will call you. Can you please tell me what happened to you next? Did they reopened your account? After how long? It is very frustrating not to know anything.

Thank you!

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Fjordor Kulla 4 years ago

I have the same problem as you with my property. It has been 2 weeks now and they say be patient, the right department will call you. Can you please tell me what happened to you next? Did they reopened your account? After how long? It is very frustrating not to know anything.

Thank you!

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Kelly Challenger 4 years ago

I listed my property on Booking.com in July I started receiving many reservations and almost full for August and September. I received an email from Booking.com on August 13 stating that my property has been selected to do a location verification and made my listing unbookable and payments have been suspended.

It is now 2 weeks later and I'm still waiting while hosting guests and not getting paid.  I have called customer service on many occasions and they said that they can only send an email to that particular department and today they said they have sent 10 emails and they don't know why they haven't contacted me yet.

I also have 2 great reviews from guests that have stayed so if the property isn't where the listing says it is would they not have mentioned that in their review?

This 'partnership' doesn't seem to be working and will be looking at alternatives

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Sinsiree Sanguansub 4 years ago

Same problem here, but the property has been closed for booking last 5 months without any solid explanation whatsoever. Very disappointing , especially considering that all three guests that have stay have left 10,10, 9.6 reviews respectively. 

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Pete Gorrell 2 years ago

Can you tell me how you got this resolved as its happened to me....thanks

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Pete Gorrell 2 years ago

This has just happened to me and booking.com have said my property has to go through a quality review process and I will be blocked from taking any more bookings despite having great reviews. 

Did anyone get this situation resolved

Please help