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Booking.com - owner insists I use an external link to pay

Hi all,

I made a reservation for an apartment (in France, if that's relevant) through Booking.com, and despite having valid card details to take payment through Booking.com, they are insisting I pay through a link which they have sent me in the in-app messaging service.

I made several other bookings which had no issues taking payment with my card through Booking.com, so I know that isn't the issue. I tried using a different card after they marked the first as 'invalid,' but they have marked this one invalid, too.

I'm not willing to pay through the link they keep sending me, but the booking is non-refundable and I'm concerned that I'll end up with no hotel and still liable to pay. Booking.com's customer service team said that if the hotel refuses to cancel the booking, they will help me write a fee waiver so I can cancel it myself without having to pay - is this my best option? Is this something the hotel would have to agree to as well?

Thanks in advance!
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Comments

  • soolin
    soolin Posts: 73,541 Ambassador
    Part of the Furniture 10,000 Posts Photogenic Name Dropper
    edited 12 March at 4:23PM
    I don't know if this is still relevant, but there was a scam along these lines a short while ago
    Action Fraud issue new alert warning to look out for unusual messages or phishing emails from hotel accounts using the Booking.com platform | Action Fraud

    I would not be looking to pay via an external link and would press Booking .com to confirm and guarantee that you won't be penalised if you cancel. 
    I’m a Forum Ambassador and I support the Forum Team on the eBay, Auctions, Car Boot & Jumble Sales, Boost Your Income, Praise, Vents & Warnings, Overseas Holidays & Travel Planning , UK Holidays, Days Out & Entertainments boards. If you need any help on these boards, do let me know.. Please note that Ambassadors are not moderators. Any posts you spot in breach of the Forum Rules should be reported via the report button, or by emailing forumteam@moneysavingexpert.com.All views are my own and not the official line of MoneySavingExpert.
  • heatherw_01
    heatherw_01 Posts: 6,698 Ambassador
    Part of the Furniture 1,000 Posts Name Dropper Photogenic
    Some are a scam BUT not all!

    I stayed with one hotel in Amsterdam that I have used before.

    Using Booking.com they required (via the chat) I pay using their link which was a real link, not a scam.
    I called to verify this was real and they confirmed it was.
    I paid and had no extras to pay and they only took that payment, nothing more.

    Get in touch with the hotel and see if it is real.
    Not all are scams but most people will suggest it is a scam as many do scam this way!
    Just do checks first.
    I’m a Forum Ambassador and I support the Forum Team on the Quick Grabbit, Freebies, Overseas Holidays & Travel Planning and the UK Holidays, Days Out & Entertainments boards.
    If you need any help on these boards, do let me know. Please note that Ambassadors are not moderators. Any posts you spot in breach of the Forum Rules should be reported via the report button, or by emailing forumteam@moneysavingexpert.com.
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  • I though that if you went off the Booking. Com app for payment etc. you lost the protection that they offer by going through the correct procedure ,sure i saw this on one of the holiday/ consumer type programs.
  • Pollycat
    Pollycat Posts: 35,430 Forumite
    Part of the Furniture 10,000 Posts Name Dropper Savvy Shopper!
    I though that if you went off the Booking. Com app for payment etc. you lost the protection that they offer by going through the correct procedure ,sure i saw this on one of the holiday/ consumer type programs.
    Same with eBay.
  • landsberger64
    landsberger64 Posts: 113 Forumite
    Part of the Furniture 100 Posts Photogenic Combo Breaker
    Some are a scam BUT not all!

    I stayed with one hotel in Amsterdam that I have used before.

    Using Booking.com they required (via the chat) I pay using their link which was a real link, not a scam.
    I called to verify this was real and they confirmed it was.
    I paid and had no extras to pay and they only took that payment, nothing more.

    Get in touch with the hotel and see if it is real.
    Not all are scams but most people will suggest it is a scam as many do scam this way!
    Just do checks first.
    The reality here is that this hotel probably doesn't want to pay the agreed percentage to booking.com. But I'd still be checking out the hotel's phone number as well, as the whole thing could be a fake listing.
  • Pollycat
    Pollycat Posts: 35,430 Forumite
    Part of the Furniture 10,000 Posts Name Dropper Savvy Shopper!
    What have Booking.com said about this owner - advertising their property on the Booking.com website - asking you to pay outside the website?

    AIUI, owners pay a commission fee to Booking.com.
    Assuming it's not a scam, it sounds like the owner is trying to get full payment for the property by circumventing Booking.com's payment system.

  • Nebulous2
    Nebulous2 Posts: 5,538 Forumite
    Part of the Furniture 1,000 Posts Name Dropper
    Pollycat said:
    What have Booking.com said about this owner - advertising their property on the Booking.com website - asking you to pay outside the website?

    AIUI, owners pay a commission fee to Booking.com.
    Assuming it's not a scam, it sounds like the owner is trying to get full payment for the property by circumventing Booking.com's payment system.

    Booking.com does have bookings where payment is handled by the hotel / owner. It usually tells you at the point of booking where that is the case. 
  • Pollycat
    Pollycat Posts: 35,430 Forumite
    Part of the Furniture 10,000 Posts Name Dropper Savvy Shopper!
    Nebulous2 said:
    Pollycat said:
    What have Booking.com said about this owner - advertising their property on the Booking.com website - asking you to pay outside the website?

    AIUI, owners pay a commission fee to Booking.com.
    Assuming it's not a scam, it sounds like the owner is trying to get full payment for the property by circumventing Booking.com's payment system.

    Booking.com does have bookings where payment is handled by the hotel / owner. It usually tells you at the point of booking where that is the case. 
    If that is the case, then the OP should know that from the booking.

    If that isn't the case, it sounds like the owner is is trying it on.

    Posting from the perspective of someone who has used Booking.com quite a lot and has always paid through Booking.com, never directly to an owner.
  • patricia1066
    patricia1066 Posts: 335 Forumite
    Part of the Furniture 100 Posts Name Dropper Combo Breaker
    I would agree that it is far more risky to pay via an external link as it is not a hotel. 
    Is that property advertised elsewhere? 
    Review the terms of payment on booking.com and ask them to assist you as you have tried to use your usual card. Perhaps they can explain why. 
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