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

Help to cancel booking

Hi there, i have a guest who has booked on a date that is unavailable. Mu sync with airbnb hadn't updated and I cannot accommodate them. I need to cancel the booking and make sure they get their refund. How do i do this and avoid it happenkng again!? 


9
Sharonpowney

Contact guest and apologise and try and offer some alternatives in the area.  they have to do the cancellation you cannot.  If you get booking.com to do it they will charge a relocation fee.

  • Extranet
  • Reservations
  • Reservations Details Page
  • Right Pane, Request To Cancel
  • Choose option 2, submit
  • Wait for guest to receive email with action to confirm

The sync is not real time so always a risk of this.  I have instant booking turned off on Airbnb so that I can manually check before accepting a booking with them.  You cannot turn it off in booking.com

1
ELIZABETH MCSHANE

Thanks Sharon, I contacted the guest and they were really understanding thankfully and cancelled it. Thanks for that! :)