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. 

Jeze I was just starting to warm up to Booking.com but might yank it after reading many of these comments. sheesh. 

​@Daniel at Mountain Haus I wouldn’t be that quick to drop Booking.com 🙂

It’s not the same type of channel as Airbnb or VRBO — it behaves quite differently and requires a bit more setup and precautions to work well.

That said, it can be very interesting, especially:

• in Europe

• and for apartments in urban areas

Also, keep in mind that we often talk about edge cases in forums — in reality, things generally run smoothly once everything is properly configured.

Booking is also slowly improving:

• they’ve introduced identity verification

• and they’re clearly investing more in the short-term rental market

It’s not perfect and not as fast as we’d like, but it’s moving in the right direction.

So depending on your setup — especially if you’re in a city — it can definitely make sense to keep it in your distribution mix.

I agree with ​@arnaud; it's a pain, but don't dismiss it. Nothing worse than being dependent on only 1 platform. 

I’m already on VRBO, Airbnb, Google and Direct, so I don’t have overhead for a provider that doesn’t take the time to better support hosts. Airbnb can be difficult enough but it sounds like they are miles ahead of Booking.com. Just not worth the head ache for me when I’m already booking near 100% during peak season. and 80% during other times when I’m already focused on ramping up direct bookings.