Booking cancelled on request. What happens with the payment done by guest

I just received a booking but unfortunately, due to personal circumstances, I have requested my guest to cancel her booking. She was okay with this and canceled it. But she already made a payment. What happens with this money? 



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Hi Mathijs 


Who did you pay? At checkout or directly to you post booking? If at checkout and you have not been paid out from it, and guest has correctly done it by using their booking.com account to submit the cancellation request


Then its fine and you should receive a notification to confirm and agree to waieve any fees, so they get a full refund.



However if no one has correctly requested a cancelation then nothing will happen.


If so you ope nthe detail page, and check status and it is not showing as Cancelled and no notification requesting your confirmation, then initiate  Cancellation yourself:


  • On right pane click Request Cancellation
  • Choose option 2
  • This waves penalties, and agrees full refund by doing so.
  • Guest is then notified and must click on confirm/agree in email received.
  • Message the guest to expect this and perform the action, otherwise they get no refund.
  • Once they do the system will update status to cancelled and issue refund, which ca ntake up to 10 days depending on how they paid.




Please phone BdC Support directly for this type of enquiry. Guide below or :


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

2) Select ‘Booking.com messages’.

3) Click on ‘See Contact Options’

Topic : Account

Subtopic : Other, then phone number is revealed on right





Kind Regards,

Be Safe, Be Well


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