Hotel receptionist here, and I need help with a Booking virtual card
Dear fellow hotel receptionists, this post is adressed to you, because my job is on the line, and I'm running out of solutions. I accidentally pre-authorised the Booking.com virtual card of a reservation that I thought was payment on arrival. Realising the mistake that I had made, I debited the amount of the pre-authorisation (€50), planning to collect the rest of the payment (€125.50) right after. Alas, I had forgotten that we could only charge a virtual card once, even when we charged an amount smaller than planned. I have been calling Booking.com 15 times for the last 8 days, begging them to create another virtual card with the remaining amount (Expedia do it so easily) but they just wouldn't cooperate. Their behaviour is just so weird; they lead me on half of the timen telling me they can see that indeed we only debited €50 out of the €175.50 we were supposed to charge. As if they were trying to buy themselves some time and try to get me off the phone. But every time I chase them, they tell me "well on our side it appears that the full amount was taken, so there's nothing we can do, please call your card reader provider". Even when I point them out the the fact that they wouldn't assist me on collecting the money that THEY owe us is like stealing, they wouldn't help.
Please if you have any advice, I would be ever so grateful. Of course it was my mistake to begin with, but I'm only human, and no matter what, our hotel deserve to be paid for the service provided.