Contacting after cancellation


Recently we have had many cancellations for bookings made far in advance - I am concerned that there is a reason for this and would like to contact the guests to encourage any potential feedback on cancellations. However, it would appear that I am unable to contact guests through Booking.com after they have cancelled and of course I do not have their contact details to get in touch. I understand that the guests privacy and personal protection is important but also think it seems odd that you cannot send a template message or something out on cancellations. 

Has anyone else experienced this issue/know what the situation is? 


Many thanks, 



Profile picture for user szekelyzsoltoffice.gmail.com t
Thuild - Your … 5 years ago

Dear Ella,

If you have set up the policies correctly, you will receive guest phone numbers at every booking, therefore you can call and ask them.

Other than that, nothing much you can do. Be thankful they cancel in time and not last minute :)

There is an odd behavior of people booking multiple properties for the same dates, then cancelling them later. I've yet to come across a person doing this so I can ask why they are so twisted!

Best regards,

Zsolt - www.thuild.com