03/09/2026
FINAL URGENT ESCALATION: Payment required to prevent suspension of Booking.com guests
Dear Booking.com Partner Support,
I am writing to formally escalate the ongoing failure to pay funds owed to Kruger Allo Bed and Breakfast.
The outstanding amount is currently R16,000. A further payout is due tomorrow, which will increase the total outstanding amount to approximately R30,000 if payment is not processed.
For approximately six years, our payouts have followed a consistent pattern: reservations for guests checking out up to and including Wednesday morning are included in the payout processed on Thursday, with the funds normally reaching our account on Friday.
This established payment cycle has now been missed. Despite contacting Booking.com repeatedly by telephone and email, we have not received a satisfactory explanation, a resolution, or traceable proof that payment has been processed.
Our bank’s Forex Department has confirmed that no incoming payment is currently visible on its system. If Booking.com maintains that payment has been made or initiated, please provide the following immediately:
The exact payment date
The amount processed
The payment or transaction reference
The banking or remittance reference
The expected settlement date
Proof of payment sufficient for our bank to trace the funds
Being instructed to wait another 10 days before the matter can be properly investigated is unacceptable. Booking.com continues to accept reservations and collect payments from guests for accommodation supplied by our business, while the corresponding funds due to us remain unpaid.
This situation has now reached a critical point. If the outstanding funds have not been settled and reflected in our bank account by the end of today, or no later than the beginning of tomorrow, we will have no alternative but to take emergency operational measures.
These measures will include suspending the acceptance of further Booking.com reservations and stopping the admission of guests arriving through Booking.com until the outstanding payments have been settled. Booking.com will then need to take responsibility for assisting, relocating and communicating with any affected guests.
This is not a step we wish to take. However, we cannot continue providing accommodation and incurring operating costs when Booking.com has collected payment for our services but has not transferred the corresponding funds to us.
Kruger Allo Bed and Breakfast has accommodated approximately 19,000 guests over more than eight years. We remain responsible for paying our staff, suppliers and operating expenses, and we cannot continue supplying services indefinitely without receiving the money owed to our business.
Please escalate this matter immediately to the relevant Payments, Finance and senior Partner Support teams. We require:
Written confirmation of the total amount currently owed
Traceable proof of any payment already initiated
A clear explanation for the missed payout
A confirmed date and time by which the full outstanding balance will reach our account
Please treat this as an urgent final notice. We require a substantive written response—not a standard acknowledgement—by the end of today.
Property: Kruger Allo Bed and Breakfast
Property ID: [INSERT PROPERTY ID]
Current outstanding amount: R16,000
Expected outstanding amount tomorrow: Approximately R30,000
Previous case/reference numbers: [INSERT REFERENCES]
Kind regards,
Bernard Goosen
Kruger Allo Bed Breakfast