Guest cancelation

I received two reservations for the start of April, however I will not be able to receive those clients due to an inconvenience with the house on that date. I tried sending a cancelation request to the clients and no one has answered me, I sent multiple messages to them telling them what happened and apologizing for it, but the reservations are still there, no one has answered. I dont know what to do at this point. How can I contact the clients directly? Or is there another way I can solve this? Thanks

BrookAve 3 years ago


Hi Roberto,


Since you have already notified them  :



Request Cancellation - By Host

  • Self Service Method
    • Notify guest; Dont over share, keep it simple. maybe offer change of dates first.  
    • "Hi <Name> sorry but we are going to have to cancel this reservation due to family sick, or COVID19 restrictions now active on site. etc."  
    • If guest agrees to changf of date, in most cases you can check for the availability, then use the Change date feature on their reservation details page.  
    • If guest just going to not come, then inform them once you mark the cancellation they will get another notification upon which they must click the click to confirm.  
    • Note: you can literally just make a message template for this purpose and manually trigger it to send to them - 'Template for Cancellation by Host'  
    • The quick method is to send the template message and then immediately afterwards , click Request Cancellation and choose option 1 ,
      • Notify Guest Template - Cancelled by Host - ...they will receive an automated notification to perform an action on, to finialise the cancellation , and if they prepaid BdC, until they do the full refund will wait until they do so.
      • Now you wait for them to action the  2nd notification.  
  • LAST Minute/ Time sensitive window
    • in the is case you will need to phone BdC Partner Support to action it for you


Reminder you cannot post actions requests or any action request on here.



Message or Call BdC PartnerSupport ***


  1. In the extranet, go to the ‘Inbox’ tab.
  2. Select ‘Booking.com messages’.
  3. Right Pane - Click on ‘See Contact Options’
  4. Choose Account
  5. Now choose Other
  6. Then at bottom , See all contact options, and click Message or Call
  7. As there is no one number for all partners, the number for your nearest BdC Partner Support is then revealed.


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