People booking at times which I have set "Unavailable"

Hello! I listed my property just yesterday and I also connected the booking calendars with my AirBNB. Now right after listing the property I get a booking for dates that I had clearly set to "Unavailable" in the phone app and also checked them in the Website. Now I get 2 bookings for that time and I have to ask customers to cancel. Why on earth I cannot cancel these reservations? These dates are dates for a huge Rammstein concert and I want to close them but I still get reservations. Also I have a reservation for that date via AirBNB (with 4x better price than here) and somehow I have to be doing the "Customer service work" for Booking.com.

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BrookAve 3 years ago


Hi iMartin Kristerson


Bear in mind Calendar sync is not automated 24/7 , I think its 3 times a day.


The only near guaranteed method is to use a channel manager.


There is always the possibility if you are quick enough to message the guest and explain there was an issue with availability of the date picked, and that you need to cancel.

Include they will receive an email confirming the cancellation and they need to click on the l ink in it to complete it on their end .

Once they do that there is no further action.


However if they decide to not comply , i.e. ignore or do not see the email for days and still do not click on it , you have to honor it by BdC policy.  Which can mean either allow the booking or pay and organise for them to be relocated.


Kind Regards


TIP: Add your property link to your partner profile. Its helps other partners assist you .



If you need direct support use Partner Help Contact Us in the footer of this page.

Or Extranet > Inbox >booking Messages . Click on Contact Us.

Martin Kristerson 3 years ago

Hey, Berry! This is absolute nonsense. I cannot be responsible for system not working as it is supposed to. As I mentioned - I put the dates on "Unavailable" manually and still the scnd booking came through. Also I was not a subject to an angry customer saying "How do I get my refund"? I dont know how the refund policy works and I shouldnt - if the booking gets canelled then the person should get some information on how do they get their money back as well. What kind of channel manager are we talking about? If they ignore the request because I have a booking confirmed in AirBNB (with 4x the price) then how on earth can I accomodate them? I think updating the calendar sync 3x a day is also a very un-thought feature. 

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Community Admin 3 years ago

Dear Martin Kristerson, thank you for posting in the community.

In the link below you can find all the information regarding the sync of the calendars: https://partner.booking.com/en-gb/help/rates-availability/how-can-i-connect-my-bookingcom-calendar-other-calendars


Regarding the reservations that you cannot accommodate it is better to contact the Customer Support line at the: +44 (0) 20 8612 8000 to assist you further.


Best of Luck!

Martin Kristerson 3 years ago

1) I've tried calling the customer support number but the automatic answerer has a terrible accent so she is saying something "Please enter your code which is found in blablablabla". I see that without knowing what code to enter I cannot even reach the support. 2) My calendars are synced and they should be working but I'm saying that 3x sync/day is not enough to guarantee eliminating these cases where I get a double booking and then it's my job to work on cancelling this order and perhaps even PAY the customer MYSELF to make sure they get a place to stay. 3) What happens if my house burns down and I am unable to accept visitors? I see that the current terms say that it's my job to find some alternative to the customer but there are crazy cornercases where hosts cannot do anything to help the person. I don't see any protection mechanisms built from Booking.com part to support hosts this way.