Cancelling a booking

Hello. I have tried to phone Booking .com but no success so need help

I have a booking which i am very concerned about. I have messaged them on the site  and texted the phone number provoded and no response in 5 days. I also tried to phone the number to realise its not a proper number

I eventually told them i was cancelling booking as i couldnt not engage with them and to ensure all covid regulationa are in order. 

Where my house is, we are not allowed to have guests for tourism reasons. . Only essential travel. E.g. work, illness or aocial distancing

Today i finally got a message saying they are visiting the area with wife to look around as he plans to work in the area in the future. So this is not permitted as not essential. I am also concerned about the lack of contact and no contact phone number


I have informed him i have cancelled his booking  and will authorise a full refund. But so far no response to that at all. And I cant seem to get any contact with booking .com. 

The reservation is for friday 2nd April


Looking for advise. I am genuingly concerned about this guest

BrookAve 2 years ago


Hi Catriona


Just phone Partner Support right now and get them to sort it.


Note: as they need to scout for moving there and will actually be working there, its a grey area, so you actually could let them still come.

I wouldnt over think it.


Also a booking is not cancelled until both sides have gone through the relate procedure on website.


i.e. If guest initiates a cancellation request you get notified and must perform an action before its cancelled.


Same goes for if you initiate a cancellation , the guest is notified and must click a link to agree.


The only time I have seen or know of a 3rd scenario, is if BdC Partner Support do it for you.

Is this what you have done??

open the reservation details page and check it status to make sure its actually cancelled.



Reminder you cannot post actions requests or any action request on here.



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