Help with booking.com payments

I hate booking.com's technical support. Their extranet-customer service is the worst I have ever experienced. Unfortunately I do not want to un-list one of my properties there, because my property is ranked high on their website and there's a lot of demand. So I am stuck with them. 

I have been trying to resolve an issue with payment processing, and for more than 6 weeks, I have been going through the same cycle: I call their support, they apologize for the issue I am having, they promise their payment processing department will resolve the issue. 2 days later I receive a message from their team asking me to call the same number I called in the first place. I tried calling them, or sending them a message through the extranet app, same cycle repeats.

In order for ownerrez hosts to deal less with booking.com support, can ownerrez request booking.com BY DEFAULT to enable collecting  CVC code and zipcode for credit card payments? Currently by default they do not send it to ownerrez. 

That will not resolve all the problems, but I believe it will significantly reduce our dependency on booking.com's terrible customer support. 

Hi Haydar:

The tricky part about the Booking.com is that you can be on Payment on Booking.com, meaning they function similarly to Airbnb. Or you can be approved for credit card details, however, if the Booking.com AI determines that a given property is "unverified" despite the system showing you are approved for credit card details, the AI overrides it and puts you on payment at arrival- as if you are a hotel with a front desk to collect payments.

You are then left to request the payment details directly from the guest via OwnerRez.

If you have a different issue wtih the CVC and ZIP code, can you write in to Help@OwnerRez.com and provide specific booking and property info so we can investigate for you?

They grayed me out on payments by booking.com. Each time I submit a ticket, they apologize, and tell me they will fix the issue, then they send me a message asking to call the same number to resolve the issue. It’s pretty frustrating since at the same time they don’t collect cvc either so ownerrez can’t authorize any payment. So I am not sure what to do at this point. I understand it’s not your problem but wondering if you can do anything on your side to help hosts avoid booking.com customer support as much as possible. 

Seems nearly all of our BDC bookings have invalid cards on them and we have to send them the OR form to complete.   I have repeatedly asked they send CVV and ZIP CODE and have been told they will make the change but I don't think it happens... we just deal with the issue knowing that the card will fail and then we send them the link to give us the information directly instead of going through BDCs card update which does nothing since it is the same as the first time they provided the card to BDC.

You are not alone... it took me over 18 months to resolve a payment issue with them... I eventually had to stop paying commissions for that property and told them that I will not pay until they resolve the issue with thinking humans (as I was in the endless loop you are in - they are either using AI or offshore people that don't read or understand the thread). They eventually shut off my property and threatened legal action to which I replied - I welcome legal to review the situation. They eventually corrected it and put the property back online. I have empathy for you... but it takes drastic measures to resolve payment issues.

I have switched to Booking.com payments and it is much, much better. It takes time to get approved but I think it is the only way to work with Booking. It also eliminated all the fraudulent credit cards. I have only had Fraud with Booking.com

is Booking.com worth it?  we are trying to diversify from airbnb, since 90% of our bookings come from there.  

but the customer service so far has been horrendous.  trying to get our property verified, they insist on sending a snail mail letter to our rental property - we don't receive mail there or have a mailbox.  

are people out there getting a significant boost to their bookings via Booking.com?  

thank you

Their fees are quite a bit higher than AirBnB... we do use them but they are not going to be anywhere even close to AirBnB or Vrbo for our bookings... 

I have been unable to get BDC to validate the Know Your Partner Form.   We are a C corp... I submitted to them the SS4 when the corp was created because they want original docs... it had a different corp address because we moved... so then I submitted to them the tax return as requested... Now I am in the endless loop of them saying either my address is incorrect or I have not submitted a proper form.    I have given up and told their support department to pull my properties from the EU.   I will not be submitting any other information than has already been submitted.

They are VERY difficult to do business with.