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Hi, when you open the reservation you will find the option "Request to cancel reservation". Did you try that one?
Hi Roland, correct this is quiet new and have used it a couple of times, works well.
I do the request to cancel often and then wind up having to call BOOKING.com to actually get help with the cancellation.. Note that I explain they have 24 hours to Pay first then typically booking.com asks that I give them another 24 hours (all in writing on their platform) then I call back the next day and then finally I can get it canceled.. its an ardious process and I wish booking.com would just let us get the payment when they book.. Setting up that they need to put in a credit card and ID info has helped me tremendoulsy in this arena so the number of neglegent bookings has dwindled.. thank gosh (of course that means I may get one booking amonth) but its better than 10 that cause me a ton of extra work..
Request to cancel it , and text customer that you will do, then cancel after 24 hours
We have a huge problem with no shows and no deposits. It is a ton of work. I use a third party Property Management System where I can go in and over-ride the booking, and cancel it. Bookings is my biggest producer of reservations and revenue, but also the most work. I also use another OTA that accepts credit cards and then pays me, so I am guaranteed to be paid for the reservation but they charge about 25 percent for the service. My secondary issue, is that I have to check my invoices so carefully because I often get charged for no-shows, but Bookings has been really good at accepting my learning curve and has deducted the charges I dispute.
I'm new and I'm confused. How do they book without paying the required deposit?
It's very easy. In many countries Bookings doesn't provide a payment portal via credit card, meaning the hotel is stuck trying to chase down the guest and ask them for a payment via bank transfer, paypal, etc. It is hugely inconvenient and really time consuming. Almost 80% of my guests do not show and are not courteous enough to cancel their reservation which results in enormous lost revenue during our peak season.
WOW @Cottagesbythesea - that is huge! We take a credit card payment as soon as the booking is made. If the card is declined, I log it immediately with booking.com. If they don't provide a new card within 24 hours, I cancel their booking. We don't get no shows because we take prepayment (in fact in 11 years, with 5 cottages, I've only ever had 1 no show)
We rent out a house on Booking.com, not a hotel. A guest cancelled and would still have to pay as it was past the 60 day respite period. Booking answered that the best thing to do was "get a creditcard pre-authorisation installed and obtain a payment terminal" !! So basically, a guest can cancel without payment at the last moment, but we cannot as we will be charged with re-location fees.
It's a huge hassle and the moats you have to climb to confirm a client in a cash economy are ridiculous. I now have no problem, after sending 2 notices, and receiving no response, with moving their reservation to a non-existent room, so in essence canceling them out, and then sending them a message telling them we have canceled their reservation. If guests can't be polite enough to follow our clearly stated bookings rules, we don't need to pull out our hair tracking them down when we have a good steady walk in clientelle during high season. It is something Bookings will have to address. Expedia and AirBnB have solutions, which although cost me slightly more, saves me a lot of time and frustration and at the end of the day, money.
if you give your guest a notice and no payment still, you can use the cancellation on your right "payment not received" or call booking.com and they review your message history with the customer who didn't pay on time. It happened to me and booking.com was willing to cancel.