Booking.com had a technical issue that caused some discounts to be added or missed by mistake. We’ve reviewed all affected bookings and fixed the issue.
TABLE OF CONTENTS
What happened
Due to a Booking.com system issue, some guest discounts were applied incorrectly.
Because of this, the payout you received for some bookings didn’t match what guests paid. In some cases, discounts were given to guests who shouldn’t have received them, and in others, discounts that should’ve been applied weren’t.
This issue came from Booking.com’s side and affected many of their partners, not just Travelnest. Because of this, some bookings showed the wrong amounts in the breakdown, which led to differences between what guests paid and what you received.
How are we resolving this?
- We’ve reviewed and adjusted all the affected bookings listed in your email. The booking breakdowns, including discount values, are now accurate.
- You’ll see these adjustments reflected in your upcoming invoices. Adjustments will appear on the invoice that’s generated after the arrival date for the related booking.
- We’ve also implemented a permanent fix to ensure that all future Booking.com discounts are correctly processed, so no future bookings will be affected.
We’re in close contact with Booking.com to monitor the situation and ensure there are no further discrepancies. You don’t need to take any action, we have made all necessary corrections.
Frequently Asked Questions
Can I cancel the booking for free if the price is a problem?
No - this issue only affected how Booking.com processed discounts, not the guest’s booking itself. The guest’s reservation remains confirmed and valid.
Does this affect future or past bookings? How does it work?
This only affected some past bookings. We’ve already put a permanent fix in place with Booking.com to prevent this from happening again.
Why doesn’t the adjustment show on the booking itself?
The correction doesn’t appear as an adjustment on the booking or invoice because we've corrected the booking value, you'll now see the correct figures on the booking breakdowns on your account and you’ll see the corrected amount on your upcoming invoice instead.
When will the money be taken?
The adjustment will be included in your next invoice after the guest’s arrival date. You don’t need to do anything - we’ll handle it automatically.
If you have any further questions,our teams are on hand to help. Here’s how you can contact our Customer Support teams.
10:00 - 20:00 (GMT/BST)
Saturday
09:00 - 17:00 (GMT/BST)
+44 7458 152424
10:00 - 20:00 (GMT/BST)
Saturday
09:00 - 17:00 (GMT/BST)
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