Booking.comno affiliate support

M
This review was posted by
a verified customer
Verified customer

I registered as a small business partner as an affiliate to booking.com in August 2015. It is now March 2016 and since day 1, I have had endless issues but I will focus on the main ones. I've been using booking.com for over 15years as a guest with a few issues, but as an affiliate I would recommend you steer clear of this badly managed, ripoff company.

1) NO ACCOUNT MANAGER: My profile states: 'Need some help? You can also contact your Account Manager, Steven Klue, directly at +[protected]. To this day, 100's of calls later to this number divert me to every other country in the world but the office in Cape Town. In fact, I have never reached Cape Town by phone, and I could probably drive to your office within a few minutes. I keep asking if this person exists, or if he is virtual. Not a single call-back. Not a good way to handle accounts (perhaps inexperience).

2) NO PAYMENT PLATFORM: There is no payment platform!!! So how do you justify taking such a large commission when your competitors (Airbnb & the likes provide a very secure payment platform (and host insurance) but only charge 3%. Booking.com is just another Gumtree at a huge cost (RIPOFF). You're better off writing your ad out on paper and sticking it on a lamppost.

3) BOGUS BOOKINGS: Bookings are not guaranteed for you as a partner. They are only guaranteed to the guest. This means that you could be sitting like a monkey for hours hoping for a guest to arrive. This has happened to me numerous times which has made my blood boil.

4) NO SHOWS: While you are sitting (like a monkey) waiting for guests to show up, you have to wait until midnight, as this is the earliest that you can mark someone as a no-show...ridiculous when a guest specifies that he/she will arrive by 6pm, and you're still waiting at 11pm.

5) PARTNER CANCELLATIONS: I have come to recognise bogus bookings within 2 seconds, but as a partner, you are not able to cancel the booking. You can argue with the contact centre until you're blue in the face, but it'll get you nowhere. My only solution here is to ask the contact centre (call, don't email as you will get no reply), to phone the guest to confirm an arrival time. 9 times out of 10 the guest would have supplied incorrect contact details. You will have to wait up to 24hrs before that booking can be cancelled and your calendar freed up to genuine guests.

6) CHECK IN TIMES: You can allocate a window, but it means nothing. So if you live offsite, you're doomed. Guests can check in until midnight...utter rubbish.

7) CARD MACHINES: This only works if you have the bank machines designed for large businesses where you can manually take payments before a guest arrives. Card machines for small businesses only work by having the guest present to swipe their cards on check in. Once again you sit and wait in hope that a guest arrived. Something the the booking.com teams need education on. Why is nobody researching all of this? What are the customer satisfaction teams doing all day long, and why is the account manager not managing his accounts and identifying problem areas. This is pure lack of pro-activeness.

8) PREPAYMENT/DEPOSIT: Now this is the most confusing part. You can state that you have a cancellation policy, but booking.com will not advertise your properties if you as for a prepayment of deposit until you have received...wait for it...xxx number of reviews, which let me add to this, nobody can tell you how many you need. Plus xxx number of bookings, which again nobody can tell you how many. Now where is the sense in that. Who in their right mind sets blind targets?

Again tonight, a guest does not arrive at the 8pm time that they said they would. I packed up and went home 3 hours later since I had been working since 5am. I reached the point of no longer caring if a guest is left stranded which is generally not in my nature. I see it as giving booking.com a little taste of their own medicine. Let them stress for a change, as it's no longer my problem and I have nothing to pay and nothing to lose anymore.

The 1 thing that booking.com get 5 stars for are invoicing for their commission, and absolutely nothing else (0 stars for everything else).

These are my main issues, and I will be flooding forums with the same message. Booking.com is the worst managed platform that I've come across.

P.S...booking.com please do not send me the any automated responses, even though I can see that you cannot keep up with all the complaints rolling in.

Some Examples for booking.com team, I'm too tired to cut & paste the other 10+ problem reservations.

Reservation ID: [protected]
Reservation ID: [protected]
Reservation ID: [protected]
Reservation ID: [protected]
Reservation ID: [protected]
Reservation ID: [protected]
Reservation ID: [protected]
Reservation ID: [protected]
Reservation ID: [protected]
Reservation ID: [protected]

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