Advice on cancelling guests
Hi, We're a really small property attached to a family home. We've reopened for direct bookings and would like to reopen here too, but our cancellation policy has to be that:
* guests can cancel for free - that's not a problem * we can cancel/move guests' bookings if Covid-19 affects us, eg the Scottish government end up not allowing properites to be open, or there turns out to be a case of Covid from a guest, or other property-specific issue I'm struggling to understand Booking.com's policy on us cancelling guests, rather than vice versa. Can anyone help? Thanks :)
That is already the case anyway, so yes you can of course message a guest to advise them of reservation is about to be cancelled.
You can also give options if you think there is a possibility of later in the year,:
This is the process I follow and it works .
I do occassionally get someone asking why and is it personal reason or government, but I do not engage, I stick to the process and not deviate.
Its better to be direct and keep it short and simple.
** this is based on the guest prepaying and using Payments By Booking. The BdC system will auto refund 100% when the partner initiates the cancellation.
Thanks so much that's really helpful. I've never had to cancel before so I wasn't sure of the process - I'd used AirBnB and once had to cancel someone and had a nightmare so I'm a bit feart of it! Thanks so much.