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      How to Report Issues with Bookings from Booking.com?

      The OTA Issue Reporting Function allows you to report issues with Booking.com bookings, including invalid credit cards, cancellations, guest misconduct, and stay changes, enabling direct communication with Booking.com to resolve these issues.

      Accessing the Issue Reporting Feature

      To report an issue for a booking sourced from Booking.com:

      1. Open the booking from the reservation list.
      2. Click the "More" button to display additional functions.
      3. Select "Report an Issue".
      4. A popup window will appear, showing the booking details and options to report the issue.

      The following issue types are available:

      1. Report Invalid Credit Card
      2. Report Cancellation Due to Invalid Credit Card
      3. Report Guest Misconduct
      4. Report Stay Change

      1. Reporting an Invalid Credit Card

      This report allows properties to mark a credit card as invalid if it doesn't meet validation conditions, such as expiration, incorrect number, or insufficient funds. This can be reported immediately after a reservation is made or up until midnight on the day of check-in.

      If the guest’s credit card is invalid:

      1. Select "Report Invalid Credit Card" as the issue type.
      2. Submit the report before 00:00 on the check-in date (local hotel time).

      Outcomes:

      • Successful Response: A confirmation modal will appear.

      • Failed Response: An error modal will display the corresponding message from Booking.com.

      Besides reporting manually to Booking.com as mentioned, there is also an automatic 'Reporting an Invalid Credit Card' function. When you are trying to charge guest's card 3 times but still failed, there will be a popup as below:

      This feature helps you quickly find and report invalid credit cards without needing to do everything manually. It saves you time and effort by making the process simple and efficient, ensuring that payment issues are handled smoothly.

      2. Reporting a Cancellation Due to Invalid Credit Card

      This report enables a property to cancel a reservation if the guest fails to provide valid credit card details before the deadline.

      If you need to cancel a booking due to an invalid credit card:

      1. Select "Report Cancellation Due to Invalid Credit Card."
      2. Submit the report before 00:00 on the check-in date (local hotel time).

      Outcomes:

      • Successful Response: A confirmation modal will appear.

      • Failed Response: An error modal will display the corresponding message from Booking.com.

      After having reported 'Invalid Credit Card' but the issue still remains in 24 hours, there will be an automatic popup as following:

      3. Reporting Guest Misconduct

      This report enables properties to report guest misconduct, such as property damage or violation of house rules. This can be submitted after the guest checks in and no later than 7 days after check-out.

      If a guest exhibits misconduct:

      1. Select "Report Guest Misconduct."
      2. This option is available from the day after the check-in date to 7 days after the check-out date.
      3. Fill in the following details:

        1. Category: Choose from Booking.com's predefined list (required).
        2. Sub-category: Select additional details if available (optional).
        3. Description: Provide up to 240 characters to describe the issue (optional).
        4. Escalate to Booking.com: Select this to notify Booking.com for further action.
        5. Rebooking Allowed: Choose if you want to allow the guest to make future reservations. 

      Note: This option is not available for bookings modified by the hotel.

      4. Reporting a Stay Change

      This report allows properties to adjust the check-out date and/or price of a reservation for guests who have already checked in. When reporting stay change to Booking.com, the changes will be updated to Booking.com's end as well to sync data between the two systems.

      If there are changes to the guest’s stay:

      1. Select "Report Stay Change."
      2. Conditions for this option:
        • The booking must be at least 1 day past the check-in date.
        • The payment type must be Guest Pays on Arrival.
      3. Enter the following details:
        • Rate Plan: Choose from the available rate plans.
        • Check-in Date: This field is displayed and cannot be edited.
        • New Check-out Date: The date must be later than the check-in date and different from the original check-out date.
        • Price: Optional field.

      In addition to manually reporting to Booking.com, there is an automatic 'Report Stay Change' feature. When you modify the check-out date, then our page reloads.

      There will be an automatic popup as below so that you can easily report an issue to Booking if necessary:

      Viewing the Report Log

      To view a history of all issue reports:

      1. Open the booking.
      2. Click the "More" button.
      3. Select "Report Log."
      4. The log will display details in a table format with columns for:
        • Date/Time: When the report was sent.
        • Created By: The user who made the report.
        • Issue Type: The type of issue reported.
        • Response from OTA: The OTA's response.
        • Details: View detailed information about the request and response.