Recently one of my rooms was double booked..I emailed the guest and booking.com informing them of the double booking and that I could relocate the double booked guest. They guest was happy to change rooms.
Then on March 24th the double booked room was booked again. I emailed the guest and booking .com that the room was double booked and that I could not accommodate them. As the response time from booking.com was one day I called them. I advised them that there were not beds available in the local area as there had been a huge storm and the road to Franz Joseph Glacier was closed and advised areas where the guest could be relocated to. It was about 1pm when this happened. Meanwhile I was busy preparing for the booked guests arrival as well as dinner for them. Then at about 9pm when I was serving dinner, the double booked guests arrived saying they did not get any message from myself or booking.com. As they had traveled a long way to get here, it was now dark and raining I did feel sorry for them so quickly phoned neighbors to see if they could accommodate them and fortunately accommodation was found for them.
I have had numerous conversations with booking.com and have been given reasons as to how the room was in fact triple booked..mentioning number of available units,the room type was modified, whatever that means? They also said that I would have to contact extranet and that I should have changed availability. If a room is booked it is booked and as far as I am aware a host cannot open a room when it is already booked. I have also emailed booking.com and they have not responded. So then I wrote to James ***, (Vice President of Partner and Customer Services) the person who wrote the lovely letter that came with Guest Review Awards that was nearly 3 weeks ago and I have had no response.
At the end of the day I appreciate that booking.com is such a huge business and we (the hosts) a drop in the huge pond. We are trying to provide a good experience for our guests and really need the support of booking.com which in this case is lacking. It has taken many hours trying to sort this out.
It would be good to know what you think about this experience for me and how you would have managed the situation?
I now need a stiff gin!
Owner Waikonini Homestead.