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How to waive cancellation fees to customer?

Hi,

Yesterday I got a last minute non-refundable booking that was cancelled immediately after booking. I got the following message to my inbox:

"From Booking.com: This guest wants to waive cancellation fees for their booking. Because of the way they sent this request, you can only respond via your email account. All of your other requests can be handled normally." 

The money has been taken from this customer's card, how do I return the money? Do I still have to pay commission and charges to booking.com?


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BrookAve 1 year ago

 

yes open the email on pc and click the link, when it loads follow the instructions

The money has been taken from this customer's card

By whom ?

 

You? if you used a PoS or similiar then it s on you to know how.

 

If they pay BdCm then you message support to do it. but not until after the waive process is done.

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Tomaž Kumše 26 days ago

''yes open the email on pc and click the link, when it loads follow the instructions''

What a link? I do not get any link from Booking just message: From Booking.com: This guest wants to waive cancellation fees for their booking. Because of the way they sent this request, you can only respond via your email account. All of your other requests can be handled normally.

I do not understand what to do. Please help me. I want to waive the guest fee and also fee of Booking.

 

Thank you, Tomas