Booking.com complaint: I am a host and have not received payments due

I have been a partner host with booking.com since October, i have had no issues until the end of March, when i did not receive guest payments. I have emailed booking.com on numerous occasions and have received generic emails, ing the matter will be looked into. I have decided to contact my guests with future bookings to let them know the situation and they will need to rebook elsewhere. i am paying for the cleaning from my own pocket, I am paying for everything myself, due to not receiving any payouts from booking.com. I have attached the communication between booking.com and myself.

Communication between myself and booking.com in regards to payouts

Dear partner,

We’ve got more information about our payment service for you here:

• Payments by Booking

We are very sorry for the inconvenience an we apologize for the problem that might have caused you.
Yes that email is about your payment and commission for April month and you have a upcoming payout day on May 04.
about your previous payouts, your case was submitted to our relevant department. You will be hearing from them soon.

If you have any questions, we are here for you.
—
Asif Azad P.
Booking.com Partner Support Team
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Casa Ludovico
3 May 2023 – 21:58:04

Hi I received the following email in regards to paying an invoice???

Document name Document number Actions Amount
April invoice 1000-1589877079 Download invoice View statement € -51.86
Commission set aside from payouts € 74.24
Payout not yet sent € 141.60
Payment instructions Payment due by 16 May 2023 Total due € 163.98
Download all 2023 PDFs

I have not received any payment from booking.com for the month of April, yet you ask me for payment. I emailed you last week in regards to the missing payment. I will now contact all the guests and let them know the property will not be available, due to not receiving payments. Booking.com you are a disgrace.

Booking.com
3 May 2023 – 14:58:26

Dear partner,

We forwarded your message to our specialist team who will review it and get back to you as soon as possible. No further action is needed from you in the meantime.

If you have any questions, we are here for you.
—
Ahmed A.
Booking.com Partner Support Team
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Thank you for your message. I know the payout process. However I have now waited 4 weeks to receive payment that was due at the beginning of April. This is now getting beyond a joke

Booking.com
3 May 2023 – 14:29:50

Dear partner,

We are apologize to you about this situation.
We’ve got more information about our payment service for you here:

• Payments by Booking

We have now checked and we would like to inform you that amount € 214.10 Payout is being processed and soon you will be able to see time that you will receive it .you can check it through finance and pay out information.

If you have any questions, we are here for you.

I still haven’t received my last payout of -€150,45. Why don’t you respond to any of the messages sent to you?
Casa Ludovico
25 April 2023 – 10:50:39

If I don’t receive my payouts from you by the 5th May, I will contact the guests who have made reservations and let them know what is happening. Booking.com are not paying their hosts.

Booking.com
25 April 2023 – 10:45:32

Dear Partner,

We have sent your message to our specialised team. They will review it and get back to you as soon as possible. Nothing else is needed from you in the meantime.

The Booking.com Team
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Casa Ludovico
25 April 2023 – 10:13:24

I was asked to update my bank details? If you sent payouts as you stated you did, where have the payouts gone?

Bank details
Here you can view and edit your current bank details.
Receiving payouts from Booking.com
We’ll use these bank details to transfer your payouts.
Updating bank details – your changes will be live on 30 Apr 2023

IBAN BE90967329214932
Account holder name Monica McSherry
Bank details

IBAN GB13TRWI23147044913586 Please provide a valid account number
Account holder name Monica McSherry
Direct debit payments to Booking.com

A direct debit will make paying Booking.com hassle free.
Casa Ludovico
25 April 2023 – 09:52:23

I have just checked my bank details, and there is a message asking to enter a valid bank account number? Where have the payments gone?
Casa Ludovico
25 April 2023 – 09:45:41

Hi, I still haven’t received the payments, I appreciate it can take up to 10 days for my account to receive payments, however the payment process takes too long. i have cleaners to pay, whom I am paying from my own pocket. If this issue with payment continues I will have to seek another rental platform for my property.
Regards
Monica

Booking.com
21 April 2023 – 14:21:15

Dear Partner,

Thank you for contacting us.
The appropriate team has processed a payout for the following reservations:

3963470612 – April 20th, 2023
3282773532 – April 20th, 2023

Kindly note that bank transfers might take up to 10 days, depending on your bank.

If you have any other questions, please don’t hesitate to get in touch. You can also find more information about Payments by Booking in our Partner Help Centre: https://partner.booking.com/en-gb/help

Kind Regards,
Credit Control Team

Dear Partner,

We have sent your message to our specialised team. They will review it and get back to you as soon as possible. Nothing else is needed from you in the meantime.

The Booking.com Team
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Casa Ludovico
25 April 2023 – 09:57:37

Hi, you did not answer my question, where did the payment go? I was asked to enter a valid account number for payouts. I received a message to say payments have been paid, where too??

Booking.com
25 April 2023 – 09:54:41

Dear partner,

We hope you are doing well, and we apologize for the inconvenience caused by this situation.

Kindly note that the payout for the reservation number 3963470612 is ed, the payment will take 10 days after the check-out.

If you have any questions, we are here for you.
—
Amine E.
Booking.com Partner Support Team
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Dear partner,

You’ll receive your payouts weekly in your bank account. Note that bank transfers might take up to 10 days, depending on your bank.

To check your property’s payout timing, log in to the extranet. Go to extranet Finance Finance settings Payments by Booking.com Payout timing.

For more information about payment models, go to Payments: FAQ.

Note: As any reply to this automated message will be handled as a new query, please only reply if you have more questions.

Kind regards,
Credit Control Team
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Casa Ludovico
18 April 2023 – 12:40:06
This is the third message I have now sent you regarding missing payments. I am waiting on the following payouts from these two reservations,
gennaro liccardo
1 guest
3963470612
26 Mar 2023 1 Apr 2023
Paid online € 93.18
Bank transfer € 15.19 3963470612

grazia carrino
3 guests
3282773532
8 Apr 2023 11 Apr 2023 Two-Bedroom Apartment
20 Mar 2023 OK
Paid online € 87.39
Bank transfer € 15.99 3282773532

I am waiting on the following payouts from these two reservations,
gennaro liccardo
1 guest
3963470612
26 Mar 2023 1 Apr 2023
Paid online € 93.18
Bank transfer € 15.19 3963470612

grazia carrino
3 guests
3282773532
8 Apr 2023 11 Apr 2023 Two-Bedroom Apartment
20 Mar 2023 OK
Paid online € 87.39
Bank transfer € 15.99 3282773532

Casa Ludovico
17 April 2023 – 23:42:25

I am owed 2 lots of payments from 2 reservations, which i haven’t received. I am paying the cleaner from my own pocket. Where are my payouts?

Booking.com
9 April 2023 – 12:34:54

Dear partner,

You’ll receive your payouts weekly in your bank account. Note that bank transfers might take up to 10 days, depending on your bank.

To check your property’s payout timing, log in to the extranet. Go to extranet Finance Finance settings Payments by Booking.com Payout timing.

For more information about payment models, go to Payments: FAQ.

Note: As any reply to this automated message will be handled as a new query, please only reply if you have more questions.

Kind regards,
Credit Control Team
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Casa Ludovico
9 April 2023 – 12:34:45

Hi, I still haven’t received the payout that was due on the 6th April. I changed bank account details last week, however I still am waiting on the payout for Gennaro Liccario. Please advise

Receiving my payouts – Other

Booking.com
6 April 2023 – 12:16:41
Reply to this message
Dear partner,

To learn more about Payments by Booking.com, see:
• Introducing payment solutions from Booking.com
• How much does it cost to use Payments by Booking.com?
• Understanding Payments by Booking.com
• Payments: FAQ

Note: As any reply to this automated message will be handled as a new query, please only reply if you have more questions.

Kind regards,
Credit Control Team
Ask a question or search by keyword on Partner Help
Was this information helpful?
Casa Ludovico
6 April 2023 – 12:16:27
Hi
My payments have been blocked?