booking .com sucks at a god mode level, why?

From our experience, Booking.com actually has two levels of support.

The first one is the standard customer service, which most hosts interact with. They usually follow scripts and often cannot make real decisions.

The second level is a partner support / escalation team (N2), but it is very difficult to reach. In most cases you need to push escalation strongly or go through Booking.com’s mediation service. The mediation process is paid, but the fee is reimbursed if the case is resolved in your favor. For disputes above roughly $1,000, it can definitely be worth using.

Operationally, Booking.com works better if you manage your properties in a more “hotel-style” way:

• set up security deposits (either through Booking.com or via a system like Hospitable)

• use connected locks to control access

• have cameras in common areas / exterior when legally allowed

• keep strong house rules clearly stated in Booking.com.

Technically, it is possible to cancel a reservation, but Booking usually requires very solid proof (messages, photos, reports, etc.).

In practice, when I notice problematic behavior, I usually inform Booking.com in advance through the messaging system so there is a written record. Then I ask the guest to leave.

If the guest asks for a cancellation, I handle it case by case. If they simply leave because they refuse to follow the rules, I often let the reservation continue, since it is their choice to leave and not respect the house rules (which must be clearly written in the listing).

That said, Booking.com is clearly not a very protective platform for hosts, and you have to build your own operational safeguards.

One useful recent improvement is the Verified ID program. Also, if you use the Extranet (not Pulse) you can now see part of the guest history, including cases where a traveler was previously reported for bad behavior.

Overall, Booking.com can work, but it requires much more operational control and documentation from the host side than other platforms.

What I also noticed with booking.com is that they might not be proactive towards the host, but they are towards the guest, usually giving you very unfair windows to reply or they refund the guest. 

Yes, unfortunately. That’s why it’s important not to hesitate to use the tools Booking provides, especially reporting problematic guests and using security deposits, and to push back with support when necessary.

Hopefully things will improve one day, although I don’t have much hope.

yes my hope is 0, other wise the platform wouldnt be so bad.