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

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