Introducing your guide to a stronger summer season

We’re sharing data-backed insights about travellers searching and booking on our platform, and solutions to help you meet these travellers’ unique needs. Find out how you can leverage these insights to attract new demand.

Get started


Duty Manager


One of our guests booked through yourselves (booking reference ***) and cancelled the room for 25th October 2019 at 8.41pm last night.

They have asked for us to offer free cancellation but we want to charge the booking fee but the message we were sent last night to offer a free cancellation or decline does not allow me to do so as comes up with error page.

Please can you advise me on how to proceed.

Kind regards



Hi and welcome to the partner forum. You might want to contact customer support on this issue using the contact telephone numbers or by email via the extranet. GL!