Cancel bookings due to Travel restrictions and Lockdown

Can the Booking.com team look into allowing us (owners) through this difficult time, to have control over our bookings and make cancellations without all the hoops we have to jump through.  I have been sending cancellation requests to guests as they are unable to travel and they are not cancelling.  This means I am unable to let my properties to those who can travel as key workers and NHS.  We should be able to cancel a booking if we know the guests are not key workers or have a valid reason for staying at our properties, after all, it is us who are accountable now by law.  We should be able to override the current rules on cancellations.  Thank you

BrookAve 2 years ago



Hi Sue,


There is a way to do it so long as the check-in date is not within 48 hours, I believe.


  1. So to cancel a booking where a deposit has not been paid.
    1. Open Reservation Details page, click Request Cancel, Choose OPTION ONE
    2. Follow the prompts


2. To cancel a booking in general you can do one of 2 things:

 2.1. Request the Guest to cancel via booking.com account online

2.2 Via Message System notifiy Guest need to cnacel, dont overshare, and state a system cancelation message will be sent shortly which they need to click to confirm.


If they prepaid BdC they get refunded automatically but must click the confirm link first.

Once you message the Guest ,then Request Cancellation, choose OPTION 2.


Now wait for Guest to click the link sent in system message.



Another consideration is if you ask Guest to cancel the booking and they say they cant do it online then tell them to contact Customer Service to make the cancellation, so that the system will refund them.


Its all about how you speak to them to get them to d o it, remember , dont overshare or make up long winded story, just say, covid restriction, and must cancel, nice and simple.



Do not post account nor action requests,  PartnerSupport will never see these posts.


No action will be taken, contact Partner Support directly.


If invoice related use the dispute feature on reservation statements page or message Partner support 


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.



Kind regards

Profile picture for user Account Advisor Shirley a
Account Adviso… 2 years ago

Hi Suemcgrath,


In addition to the above suggestions, you can also mark the guest's credit card as invalid. This will send a prompt for the guest to update within 24 hours. If they are unlikely to stay (due to restrictions), they won't update their card details and you will be able to cancel their booking from your end via the Extranet.


This method can also be used if you had bookings cancelled where you did not charge a cancellation fee and wish to void the commission charge. Just select the option "Other did not charge cancellation fee" and this will void the charge prior to the commission invoice being issued so you do not have to dispute it later.


Kind regards,

Shirley E.


Suemcgrath 2 years ago

Thank you both, yes to both and all methods, I currently use, but still think helpful to have an instant option rather then marking cards as invalid etc.