Booking.com Wrongly Charged Commission and Allowed Unfair Review for No-Show Guest
I manage a property on Booking.com and recently faced a serious issue with reservation #5540****84 (August 12–13). The guest never checked in to my property. As per procedure, I marked the booking in the system as a no-show. Our policy does not allow cancellations in such cases.
Despite the guest never staying, they were still able to leave a negative review (-1 rating) where they even admitted they did not stay at the property. I submitted three requests for the review to be removed, but each time Booking.com rejected my appeal. To make matters worse, Booking.com is now demanding an 8 EUR commission fee, even though the booking was never honored.
I have contacted support via live chat, phone, and messages multiple times, but received no resolution. This is not the first time I’ve encountered such unfair practices, and it continues to cause financial and reputational damage.
I am requesting:
The removal of the unfair review, since the guest clearly did not stay at the property.
The waiver of the 8 EUR commission fee for a no-show booking.
A fairer process to protect property owners from unjust reviews and charges.
Due to these unresolved issues, I have already closed two of my properties on Booking.com. I expect Booking.com to urgently address this situation and stop penalizing hosts for reservations where guests never actually stay.
