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

1

no payment from booking.com for reservations I did not allow to costlessly cancel after specified corona-grace period

I have contacted booking.com representatives for weeks - I am not being paid for reservations I have not canceled myself - nor did I allow free cancellation after a special grace period due to corona (I have strict cancellation policy), I keep getting replies: "we have forwarded your message to a specialist and they will reply within 2 days" for over two weeks, nobody has replied!!!!! What to do?????


1
Helen Kopnina

I have contacted booking.com representatives for weeks - I am not being paid for reservations I have not canceled myself - nor did I allow free cancellation after a special grace period due to corona (I have strict cancellation policy), I keep getting replies: "we have forwarded your message to a specialist and they will reply within 2 days" for over two weeks, nobody has replied!!!!! What to do?????

 

Anonymous

Hello Helen Kopnina! Thanks for posting. This is a Partner Community, so you will have to wait for the support to reply to you as they said. In case if it doesn't happen, please, let me know in the comments. Meanwhile, please, do not spam other posts with the same comments, thank you for your understanding.  

1
Helen Kopnina

That's the whole problem - I did not get any response from support except for every time the same automatic message that somebody will respond within 2 days.

1
Helen Kopnina

still the same situation, the support is unreachable, or promise to call or write back but don't!

2
PYR New

We also have strict cancellation policy, gave guests the benefit of the doubt in March, they were refunded but did not book new dates as agreed. Now we can offer that but why should we? Footing the bill ourselves for  CV because they didn’t pay more for a free cancellation booking or pay more to buy travel insurance? no, no more.

we have lower booking prices and clearly stated not cancelling policy.

one guest due to arrive Friday for ten day stay, asked in start of March what the policy was for end of May. Nothing since so I assume I have to go with staff to clean and order linen to prepare, has to be done tomorrow... this costs us so I do not expect to refund him if cancellation three days before!