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Booking.com failed to collect cancellation fee with the guests

I have encounter the issues with Booking.com. As my guests did not show up and yet they lied to booking.com that  they have checked in to avoid the cancellation fee. Even some guests did not respond but still they charged me for the cancellation fee. I have asked Booking.com why they failed to collect cancellation fee but the problems are still exist till current.

6 Replies

8
pibomarco

Booking.com collect cancellation fees only if you have an active feature "Payments by Booking.com" or "Online Payments by Booking.com".

23 days ago
1
noisy room

it will be no possible as the local people reject online payment and we experienced that before therefore we switch it back to the cash payment. But problem still exist when they lied to Booking.com that they did show up. I have sent the email to Booking.com to query them the wifi password and the time they checked in due to the reason i got CCTV to prove that no one show up. But Booking.com just keep silent and never get back to me and STILL CHARGING ME for that nonense

20 days ago
8
pibomarco

Guest can not be charged for a cancelation fee (no-show) if your payment method is cash only. 

After they didn't show you must mark a no-show for this booking in extranet and booking is automaticly canceled and commission for this booking is removed.

I had some no-shows but never experienced that guest lied, so unfortunately I don't know how this can be handeled.

Your guests are mostly local people?

20 days ago
1
Ouahid

It seems I might predict the same problem about to happen to our last guest. How would I contact a booking.com team member to address this issue. As the sooner the better. 

23 days ago
8
pibomarco

By contacting them directly via extranet. 

+1
23 days ago
1
noisy room

For me, what  i'm doing now is to tell them to come before 5PM otherwise i will open  the room for public. if they want to come after 5PM, they better make the payment first. Some of them will not care as Booking.com will never charge cancellation fee on them.

20 days ago