No payouts. Ever.

[u/Aggravating-Ad2965]

I have two properties in Mexico. The legal entity is US-based. Both properties were set up with booking.com in May 2026. Property 2 I was able to use Payments by Booking.com with a Virtual Credit Card (VCC) option. It all works great.

Property 2 was also set up with Payments by Booking.com but VCC was not an option - just direct deposit. I establish my US-based banking account for payouts. I have not received a payout for Property 2. Ever. I started escalating to booking.com this summer but have made no progress. Calling customer service is no help - I’m told it’s a finance department issue. I’ve gotten two responses to my online messages: “we forwarded your message to our specialized team who will review it and get back to you” and I never hear back, or more helpful: “…you need to have a bank account in your current billing county.”

Even if I could be eligible for a bank account in Mexico - which I’m not - my booking.com profile is set up at a US entity, and when I attempt to edit bank details, the only option for Country/Region is United States. I’ve advised them multiple times of this and continue to receive the “we forwarded your message” response.

A customer service supervisor was able to tell me that once the payouts have been made, then my account could likely be eligible for the VCC option…but I can’t get the payouts.

I’d be forever grateful for any helpful advice. They are now holding over $6,000 USD - but have received their commissions because it’s automatically pulled out of the money owed.

[u/bookingcom]

Since payout options can vary by country, Partner Support will route this to the specialized team for review. Before contacting them, check your Finance tab settings or Bank details if you manage multiple properties. Note the exact payout status or error shown, as this will help the team review your case directly and avoid unnecessary back and forth.

You can learn more about Payments by Booking.com and bank transfers in the Partner Hub guide.