1
Andriana Tzefriou
#Advice

Cancellations

Dear Partners,

I would like to ask about the cancellations. A guest requests free cancel, I confirm his request. But I did the wrong choice because I haven't money to refund. There is everyone who knows what can I do?

Thank you

Andriana

11
BrookAve

 

Hi  Andriana

 

It sounds like you received a email from  BdC system on behalf of the guest looking to cancel but instead of accepting it you choose decline?

Or did you get a Request to waiver cancellation fee and choose decline?

 

Either way simply go to Extranet,

  • Inbox,
  • Booking.com Messages
  • ,On right pane click - See Contact Options.
  • Use the message option select the category and enter the booking number.
  • Send request for the booking to be fully refunded.

 

Worst case you can simply instead wait for the payout , and refund the guest the amount received , which will be booking minus OTA commission.

 

That is assuming you are using Payments by Booking.

 

 

Kind Regards