cancellation and no refund



Reservation *3651608** has canceled. I have a flexible cancellation policy, so no charge can be charged to the guest. However, he tells me that only € 30 of the total of € 300 he paid have been reimbursed to him. On two previous occasions when I have had cancellations as a partner, and even then I did not have my cancellation policy so flexible, I have not received any money. Why does this occur? It can not be that I do not collect any money, nor will the guest be refunded and Booking.com will keep that amount.




You are only addressing fellow partners.


Contact support team instead, via pulse app or extranet. 


Kind regards