Duplicate Listing Issue Not Understood by Partner Support – Ongoing Business Impact

Duplicate Listing Issue Not Understood by Partner Support – Ongoing Business Impact

I am writing this review as a Booking.com property partner.

We are the lawful owners of Cozy Quarters Self-Catering Accommodation (Property ID ***4) in Boston, Bellville. This is our only authorised and active listing.

There are two additional listings connected to the same property address:

“Boston on 9th” – linked to the previous owner

Property ID ***6 – a listing we mistakenly created with errors and subsequently closed

Our request to Booking.com support has been clear and consistent:

We want ALL duplicate listings removed so that only Property ID ***4 remains active and visible.

However, the responses received indicate that our emails were not properly read or understood.

First response: Support assumed we wanted to terminate a property and began a termination workflow for “Boston on 9th,” even though our issue was a duplicate listing conflict affecting bookings.

Second response: Support advised us to “create a new room under the existing property” to avoid duplication — which is unrelated to the problem we described. We are not attempting to create another property. We are trying to remove duplicate listings at the same address.

This ongoing misunderstanding has resulted in:

• Conflicting property information online • Potential guest confusion • Risk to booking performance • Unnecessary time spent repeating the same clarification

As property partners, we rely on clear and competent support when duplicate listing conflicts affect our business. Unfortunately, in this case, it appears our concerns were not properly reviewed before responses were issued.

We are requesting:

• Permanent deletion of Property ID ***6 • Permanent removal or full disassociation of “Boston on 9th” from our address • Confirmation that only Property ID ***4 remains active

We value Booking.com as a platform and want to continue our partnership. However, partner support must carefully read and understand issues before responding, especially where business performance is involved.

We hope this matter can be escalated and resolved properly.

— Marlon Coventry Cozy Quarters Self-Catering Accommodation Boston, Bellville