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Return payment

Hallo, i am a host and i had a booking for today. My new guests had not all the legal papers with them so i asked them to cancel the reservation and they agreed. I want to return the complete payment to them. How can i do it ?


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Vladislav Sokolov 1 year ago

Hello Stamatia!
You should press the «Request to cancel reservation» button on the reservation page.
Your guest will receive e-mail from Booking.com, and should press a couple of buttons to confirm cancellation.
That way the guest will be refunded by Booking.com (of course, if the guest have paid online).

Alternatively, your guest could «Request free cancellation» on his reservation page – you'll receive e-mail with the same as above button and will be able to cancel the reservation.

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STAMATIA KLADA 1 year ago

Dear sir, thank you for responding! 

Unfortunately the guests made a cancelation and they didn't ask for their payment back. I don't know what i have to do and i am realy sad because i realy want them to get their money