1

No I didn't!! "I approved waiver of guest cancellation fee on non-refundable booking"

I had a multi-night booking for June 2020 at my "non-refundable" rate... guest has just cancelled and the Booking.com intranet says I approved the waiver of the cancellation fee. I absolutely didn't!! How can I make sure I get paid when people book at the non-refundable rate, and then cancel!? I really need that money and am fed up that it's not coming!!


7
Isle of Wight …

Booking.com have a habit of doing this. Contact them via your extranet and deny that you approved the waiver. You won't win, but hassle them anyway. I hassle them all the time over everything.

 

1
The Airfield B…

I will - it's outrageous and defeats the object of having a cheaper "non-refundable" rate if it is going to be automatically refunded upon cancellation, no questions asked. Grrrrr.

8
fluff

Yup, we've had both ways, as above and when you do waive the charge BDC still try to charge commission.

In a similar vein, we had BDC call us to refund a potential cancellation based on the China problems ( no travel via China involved ), we asked if the guest had cancelled their flights and other stays, BDC person said yes. We didn't believe it and declined, a few days later guests arrive. Pah!

7
Isle of Wight …

I should also say that when BDC message me to say the guest wants to cancel and wants me to waive the fees, I don't reply. Any reply seems to be taken as "yes, waive the fees". Better not to reply.

B.
Community Admin

Dear The Airfield B&B - Duxford! Thanks for posting in the Community!

 

It might be that there are some Cancellation exceptions set up in your Extranet. Please go to "Property" tab and choose "Policies", scroll down to Other policies section and check if there is anything selected in "Cancellation exceptions" field. 

 

Please bare in mind that these cancellation exceptions apply to all reservations without considering the reservation policy.

 

Best regards!

1
The Airfield B…

This has resolved it - I don't recall ever having agreed to those settings being in place though...

10
M Adamopoulou

I thought with non-refundable rates payments are secure even when guests cancel their reservations.

In the past I had a non-refundable rate canceled by a guest the last minute but I got paid....

Best wishes.

7
Isle of Wight …

Guests can still ask you to waive the fees .... if you reply, even to say no, Booking.com can just waive the fees and you get no money ....

10
M Adamopoulou

Isle, thanks...as you said...we just dont reply...we have a saying in Greece....do as the duck...meaning dont  respond...ha...ha....

Best regards.