I had an unhappy guest that didn't want to pay security deposit into my account .wouldnt cancel booking himself ... Insists I cancel, I have been unable to action as was same day booking.additionally I can't contact customer support directly ..

I am happy to provide full refund to get rid of rude,intimidating client. What do I do? 

BrookAve 1 year ago



Hi Tania,


when this happens treat it as guest failed to prepaid and use : Request Cancel.


choose the 1st option then , follow the prompts, then phone partner support ( CS is not for partners, only Partner Support team is).


however as it looks like he paid the rate and not the deposit, he is not entitled to a refund.

I would not give him a penny , even if he doesnot turn up. He will quickly learn to be humble and not a dick!



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

Tania Paterson 1 year ago

THANKYOU  so much , I have been going around in circles for over 24 hours.

I was unable to cancel guest booking because it was same day .

Finally I managed a "No show" option and gave him a refund. 

I don't want the hassle , but I am really annoyed at this person's terrible manner .

He seems like he will be very vindictive if he gets an opportunity.

I do have other queries , but they are not urgent so I will research more ! 

Thanks again 

BrookAve 1 year ago


hi Tania, share the other questions lets see if i have already covered them in my guides.


click my name to see all my guides

Tania Paterson 1 year ago


So it appears that guests find it offensive to be asked to pay a security deposit after they have booked and paid for their accomodation with the site .

Quote "red flags " and it seems "dodgy " to be using a personal account (even when explain that BDC doesn't facilitate this payment.)

Is there someway to notify guest at time of booking ? 

Is there an easier way of requesting, receiving and then crediting these security deposits? (We don't want to be present for cash transactions, and we don't have credit card facilities...we are a small family self contained on site bnb)

This gets really complicated with last  minute bookings , because they pay , and expect to walk in ... but then I give them the "we can't give you key access code until we receive security deposit.".. puts everyone on edge !

Can I poke another query as well ? 

Any tips for guests that don't respond to inbox communications? 

Don't know if they are not responding or actually haven't seen /don't know they have messages !