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apartment damage & POLICE

Hello, My client sublet my apartment to a "Mr X". Under my conditions the apartment must be vacated at 12 noon. Mr. X left the apartment after the intervention of the POLICE at 4:00 p.m. I would like to charge additional costs to the customer but I do not have his credit card because the payment was made directly on Booking.

Is it possible to have the details of the bank card or at least the identity card of the customer who booked?

Thank you in advance for your help.

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BrookAve 1 year ago


Hi Julien


Sorry to hear.

  • Unfortunately due to the nature of this , I would advise you leave it and move on, and learn from it and see what Extranet changes could be made to reduce the risk of this happening again.  
  • Its it not uncommon for the Guest account holder to book on behalf of another and then not add their name to the booking.  
  • There is no come back if you did not request a damage deposit.  
  • And it is not legal to adjust a prepaid rate.  
  • BdC will not and do not have the option to add damage charges post prepayment.  
  • The person who booked should already be Identified on the Reservation Details page. nothing stopping you form sending them a message and asking for damage payment, but there is no way to enforce it.  


So the lessons learned here are:

  • Consider adding a deposit requirement  
  • Under Property > Policies enable Guest Requirements
    • Need a verified Phone number
    • Need to provide address  
  • Always use the Report feature on the Reservation Details page , attach photos of the damage etc.  
  • Update the Fine Print , the New Reservation template to notify of:  
    • Deposit required, and details  
    • Checkout Time(s)  
    • Guest Booking must provide all names of all guests staying. And if booking on behalf of someone else or Gifting a Stay , provide their details, and send photoID for all guests staying, in advance of staying.


ELSE Message or Call BdC PartnerSupport

  1. In the extranet, go to the ‘Inbox’ tab.
  2. Select ‘ 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.


Kind Regards,

Be Safe, Be Well



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BrookAve 1 year ago


The main advantages of requiring a deposit, are in order of:

  • Deters time wasters, and fake bookings.
    • Under the Reservation Details page, on right pane is Request Cancel and then Option 1 you choose covers when they fail to prepay the deposit within the time frame you decide. Not sure how long it take for the cancellation to clear though, but once you do it if its not showing reservation status as cancelled, best to phone BdC Partner Support as they can see you cancelled it for no deposit paid, and may be able to expedite it.  
    • Last Minute - this is tricky as if there is no prepay on Booking website enabled, they could still not show and block the room from others.  
    • Having said that if you use a prepay method for deposit that is near instant, then its not an issue.  
  • Deters large group events, 
  • Using the New Reservation Template at or near top you should insert a : !!WARNING!! Failure to transfer the prepaid deposit with in X hours for Last Minute, and X days for other bookings, using the following methods will result in this reservation bein cancelled.


There are loads of things like leveraging the auto message templates and also creating non auto templates to have them ready for when you want a standard response to the many type of guest queries.


Kind Regards