First ever Booking.com Guest

We received our first ever Booking.com guest today and had some issues. The first is that the guest didn't know the gate code or have the detailed driving directions sent to them. I send a message with details on how to get to the cabin on the property. I verified that the information was sent but they claimed by looking at their phone that Booking.com only gave them the address and phone number. 

I also know that I added a cleaning fee but when I went to look, it was not there. I added it but now I won't get paid this which is probably a cheap lesson, but still frustrating because I entered a cleaning fee when setting up the listing. 

Sure, guests probably don't read all of their information, but where in the setup should the gate code be stored and could the cleaning fee be in multiple places?

Thanks :-)

BrookAve 2 years ago



Hi Cosmo,


So what has happened in this situation , is they are thick , inept or just downright lazy.

They were sent the messages automatically and manually according to your setup.

So that means their device either was unable to sync and pull messages, no booking app installed or no mobile network or wifi connection.


This is very common for travelers to be lazy and not prepare before travelling.


Cleaning Fee is an additional fee, add under Policies > Additional Fees , set per Stay.


Its visible to them on the pre checkout online, hover over the search result price to see the breakdown includes all additional fees set. The commission total includes it. 






Friendly reminder : we cannot help with account nor invoice/payout issues here, you must message Partner Support to open a case and then if urgent follow up with a phone call. see contact options below.



Simply report to BdC Partner Support , see below 3 methods. They will never see any post on the Partner Hub.


Message or Call BdC PartnerSupport 


  1. In the extranet, go to the ‘Inbox’ tab.
  2. Select ‘Booking.com messages’.
  3. Right Pane - Click on ‘See Contact Options’
  4. Choose Account
  5. Now choose Other
  6. Then at bottom , See all contact options, and click Message or Call
  7. As there is no one number for all partners, the number for your nearest BdC Partner Support is then revealed.

    *** public main lines via Where you can reach us



    how to contact partner support via private assigned number in inbox