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Client that claims they cancelled the booking

The reservation 2160329848 by moduka.
 

  Everytime when a guest call for cancelation we refer them to booking.com we do not cancel on guests behalf so this client called and we did the same thing. wedont cancell on behalf    So. Are asking for no commission charge on this guest as we guided the guest to cancell herself 

Profile picture for user evana.ghidinelli.booking.com e
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Evana - Commun… 1 year ago

Hello - you are doing the right thing asking the guest to cancel their reservation through Booking.com, they can do this in a number of different ways; through the app, online, by email or by calling Customer Service. 

In order to get the commission waived you need to contact the Invoices and Commission team through the Extranet Inbox. Select Inbox tab > Booking.com messages > Contact Us > Compose a new message > Select Topic: Invoices & Commissions > Send a message