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Guest Cancellation - change in government policy

Dear All, I am seeking help regarding an issue i have.

Ever since reopening, I adopted a cheaper price / strict policy approach towards my business model in order to have a confirmed stream regardless of any developments that might happen. (which the guests should be covered through insurance if they were careful).

Last week our government changed policy that only vacinated people can enter my country, and hence the guests was asking for a free cancellation.

I explained to them our policy and they contacted booking help and after a hat with their customer support  (which seemed to agree with my reasoning) they went ahead and without informing me, backhandedly cancelled the reservation and withdrawing the fund from the virtual credit card.

reasoning from support told me "proof of vaccination is mandatory" was applied after reservationcame in on 9-07-2021, and as the checkin is on the 14-07-2021 and the guest has no technical time to perfeorm the vaccination, we would like to inform you that the reservation was cancelled free of charge as a case of forced circumstance" is obviously taking a stance of guest appeasement and going against us partners.


As per guest information they wrote

Booking conditions

For bookings made on or after 6 April 2020, we advise you to consider the risk of Coronavirus (COVID-19) and associated government measures. If you don’t book a flexible rate, you may not be entitled to a refund. Your cancellation request will be handled by the property based on your chosen policy and mandatory consumer law, where applicable. During times of uncertainty, we recommend booking an option with free cancellation. If your plans change, you can cancel free of charge until free cancellation expires.


Also, against their communication with us:…

For reservations made on or after April 6, 2020:

The COVID-19 Force Majeure procedures that we implemented in line with government travel restrictions do not apply.

Our standard procedures apply, including relating to Non-Refundable and Partially Refundable reservations. As such, you’ll be in control of whether, when, and how to refund COVID-19-related guest cancellations for reservations made on or after April 6, 2020, based on the policy chosen by your guest, your individual, legal and governmental situation, as well as mandatory consumer law.


What can I do about this ?!





user avatar image
BrookAve 10 months ago



Right a couple of things

  • 'my country' , where?  
  • "(which the guests should be covered through insurance if they were careful)."
    • ambiguous, clarify please  
  • "only vacinated people can enter my country, and hence the guests was asking for a free cancellation."
    • existing guest on site?
    • are you referring to an upcoming arrival?
      • if yes then you can do that by directing them t otheir account on to trigger the cancel request, make them do it. and they can as part of that process request a cancel fee waiver 
      • then when you get confirmation of the request and click yes or no to the waiver.
      • I would suggest you do so, waive the cancel fee policy.


Neither party have a choice if your government is doing it.


However  I just had an idea, they could have easily organised to do a PCR test before travelling and used that to gain entry.


Yes GDT from BdC does allow them to use Force Majure to cancel and refund the Guest when the time comes regardless.





contact Partner Services


Friendly reminder : we cannot help with account nor invoice/payout issues here, you must message Partner Support to open a case and then if urgent follow up with a phone call. see contact options below.


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