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Cancellation due to Covid - Accepted but still charged

I have a situation where a guest has coronavirus, and my apartment must remain empty for 72 hours.

I send a cancellation request to the next person who booked my apartment explaining the situation.

The person accepted the cancellation but is still being charged, where he shouldn't be!

How can I change that? It is not client cancellation but mine, he shouldn't be charged

1 Replies
11 Views

10
BrookAve

That makes no sense because if you did as you say

and clicked request to cancel and then choose option2 ,

once the guest confirms link in notification email,

the system if they prepaid Booking.com would then start

the process to cancel and fully refund.

 

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Kind Regards

 

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1 month ago