Cancelling bookings due to local laws - Covid-19

Locally we are informed that we are NOT allowed to host, and that failure to comply results in a heavy fine from the local authorities.

There is NO support from Booking.Com to facilitate cancellations in these circumstances, and indeed a threat that if I cancel I am responsible for the cost of re-rooming the guest.

This is madness.

BrookAve 3 years ago



Hi Adam Getliff



  1. open Reservation Details
  2. Message the Guest -
    "Due to Covid19 this reservation must be cancelled.
    As such you will be refunded , which may take up to 10 working days 
    You will receive an email from the OTA system confirmation this action , which you then need to click on the acknowledgement link.
    Until you do the refund process will not start. Kind Regards".
  3. Now on right pane of the details page click on Request Cancellation.
    Select option 2 - Choosing this option automatically results in the Full Refund procedure.
  4. If you are not using Payments BdC. you will need to first wait for the cancellation to be confirmed by the Guest and then initiate the refund from the payment method used.

You are not incurring relocation charges in this scenario.


Where are you based Adam ?


I cant see a listing under your profile, please update it , thanks.

How & Why Add your Listing to your Partner Community Profile


Adam Getliff 3 years ago

I did message the guest he agreed. Booking.com said if I cancel I have to pay to re-accommodate him. 

last week I tried to cancel one they said they contact client and get back to me. Next day they said he had been placed elsewhere but he hadn’t. He stayed at mine and so I didn’t get paid!!!!


in the UK

Nicole Gildea 3 years ago

We have had this problem as well, it's awful and I am struggling to make a complaint to Booking.com, or get them to understand the situation, which is crazy.

If you find a solution I would be happy to hear about it! So i have followed this thread. I hope you are managing to stay sane

Adam Getliff 3 years ago

I have cancelled my contract with them. Appalling behaviour - not interested in property owners just their own profits. Well, I won’t be contributing to them any more.