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1

Cancellations

I am very frustrated with this company as I have only recently listed my property. 

I set a minimum of 7 nights but didn’t realise I had to do it as a Bulk Edit for it to be on all bookings, dates etc.

I now have a 2 night booking that I am trying to cancel but the customer service advisor isn’t taking into account anything I say. It’s like dealing with a robot! They want me to pay additional costs for the guest to book another property! 

 

 


9
Sharonpowney

Try and contact the guest yourself and ask them to cancel and explain that you are new and didn't understand some of the setup.  Do some research first and try and find similar accommodation to yours and then you can give them some alternatives.  If you can get the guest to do it then you won't be charged by booking.com.

B.
Aaron Account …

Hi Julie,

 

I'm sorry to hear about the incorrect booking you received. I'm an Account Manger at Booking.com but over the past 3.5 years I have spent time in our operations team, familiarising myself with the calendar.

 

It is important to remember that whenever you make a change to your calendar on Booking.com, whether it be a restriction, rate or availability it must be applied to the correct date and time frame. This post goes through how to set up different elements of the calendar. Have a read to make sure you are confident at making changes. 

 

Unfortunately, reservations can't be rejected and can only be changed by the property in some situations. All bookings are confirmed immediately and have to be honored by the property. In cases when they can't, the guest must be relocated. 

 

In your case it sounds like you cannot honor a 2 night booking. There are couple of options you can take:

  1. You can try and find accommodations nearby that are a similar (or better) standard. 
  2. Our Customer Service team is available 24/7 to relocate the guest on your behalf. 

 

 Depending on the difference in accommodation there may be a cost involved. I understand this is not ideal, especially if this is one of your first bookings. However, it is also our responsibility to make sure every traveller that books on our platform has a place to stay. 

 

If you need us again, we're always here.


 

Aaron B.

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