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cancelled reservations

i contacted a guest a week before their scheduled arrival to confirm that reservation was still active. They indicated that they have made alternative arrangements and will no longer take up the reservation but did not have the time to cancel on bookings .com. Despite several calls they still have not cancelled and my property is unavailable  for that period period the reservation is shown as active.  This has happened on several occasions.  Is there any way for a host to get a known cancellation recorded on bookings so that his property is again available for the period

14 Replies

1
Francescatodiego

Same behavior! I manage an apartment near the sea and allow cancellations up to 7 days before arrival. it is the second time in a month that I receive a reservation which is canceled exactly seven days before arrival, the last day useful for not paying anything.
In my area many tourist agencies work, which obviously hinder the owners who try to do it themselves. I suspect that these are reservations made from fake profiles just to block the house and remove it from the market at certain times.
By canceling the booking the last day useful I have only 7 days to find a possible substitute. Certain user profiles should be checked more carefully

1 year ago
1
Francescatodiego

I forget...

It would be possible to create a feedback profile for the guests or at least one counter indicating the number of bookings, the number of stays and the number of cancellations made by the guest

1 year ago
8
Leandri Klopper

Hi there,

Thanks for the post.

You can ask the client to cancel the reservation and just accept it for free. But further you will need to phone client services at Booking.com. These days they keep you on the line while they phone the guest to verify that they can cancel the booking.

It's really fast too!

1 year ago
1
Francescatodiego

The problem is not the cancellation of the reservation. The problem is that these people book months before and cancel exactly the last day to pay nothing. In this way they keep for months a house virtually occupied and can not be booked, leaving the owner only the last seven days to find a guest.

1 year ago
8
Leandri Klopper

Hi again,

I know I know, I completely feel your pain. It's the worst feeling knowing that you have kept a room for someone and a few days or even hours before they are scheduled to arrive they let you know they can't make it.

I've added a Non-Refundable policy which demands a full prepayment well before arrival to avoid these. Yes, I don't get many bookings anymore but the ones I get always go very smoothly.

It's the question of what do you want: Lots of bookings that may not be all that reliable or fewer bookings that are correct and reliable?

Or am I wrong in thinking that?

1 year ago
1
Vivian N.

I feel the same way and that's why I changed my cancellation policy to Strict that the guest has to cancel 60 days before their arrival to get their refund. I also charge 25% of the total amount as deposit, so people will take their reservation seriously so as to secure your booking rate. Hope this helps...

1 year ago
1
Info

Hi Vivian, have you noticed a fall in reservations since switching your cancellation policy to strict? I often find that guests have trouble cancelling their reservations so they ask us to cancel it for them not knowing that Booking does not allow hosts to cancel reservations. Maybe Booking should ensure that it is easy and self explanatory for a guest to cancel a reservation.

1 year ago
1
Barbadian44

resevations will fall but the more important metric is effective or net reservations or reservations minus cancellations. The effect of a stricter cancellation policy on net reservation should always be considered. i like your suggestion of making it easier for guest to cancel or maybe for host to notify Bookings of a cancellation which has not been recorded on their site

1 year ago
2
mrw

Maybe you just need to adapt your policies !

we do use Non Refundable rate

100 % refundable 14 days

50 % refundable 30 days

1 year ago
2
Martin

Hi!

First, congratulations! You express your concern and somehow dissapointment. By so doing you speak for many. I am certain Booking.com service desk will look into the matter o that issues related to bookings and reservations are made more efficient and business friendly. I just want to look the other way though - the way of the guest. In our business, the guest is king - no matter what. Whether the room remains held up due to uncancelled reservation, be happy. Something great has happened - that guest chose your property. Out of many, he/she chose you! Just tell yourself that if any guest arrives in your propery, you will serve them so well that they will never cancel or even consider an alternative in future.

1 year ago
2
mrw

we are happy to work with BDC as their team are always trying to organise the best for customers & partners

Guests nevertheless do sometimes behave themselves on a strange way

1 year ago
1
Francescatodiego

I thought that leaving the guest cancels his reservations up to a week before arrival was a favor who would only use in rare cases.But no! today another surprise ...
I have also understand that the reservation, if booking.com can't get the payment from the guest, is autmoatically deleted. In the latter case, the guest has informed me that the payment has not been successful (I do not know the reasons), booking.com has canceled the reservaiton, and he decided otherwise. A reservation made in February that has blocked my house until today, a week before arrival ... Period that now surely will remains uncovered.
I have to change my reservation policy by adopting more strictly terms as Vivian proposes so as not to waste time

1 year ago
8
Leandri Klopper

Hi Francescotodiego,

Vivian has it right. I've had the same policies in place but I see that people still prefer to book on the Non refundable policy which has No free cancellation at any time. It boggles my mind that the guests can then still assume that I will cancell their booking for free. So I've gone ahead and Highlighted the part where the policy says "A Prepayment of the total amount can be charged at any time".

I send the guest an email detailing the payment schedule and highlight where they fit in. That way I get all the questions like "But what if I want to cancel and you've taken my money?" out of the way long before the guest pitches up at the resort.

Thanks for all the insights, very learnsome.

1 year ago
1
Kimberlynesbeth

I do find calling Booking.com immediately helps sometimes. I'm also listed on other sites so I ensure the property is marked as available on those immediately. That way if there are delays with the cancellation being reflected on the cal for booking.com, at least it will be listed as available on other sites.

1 year ago