Guest insists on bringing dog then say I will not bring - carry on do not cancel reservation - but then texts me cancel the reservation

Possible guest insists on bringing her dog to the property. When the rules and policies says no pets allowed. And she has been replied via booking that she can not bring the dogs. Then no response. I have texted her via whatsapp that she cannot bring the dogs what she wants to do she says it is too late she will bring the dogs. Then calls me and says she won't bring the dogs it is ok. Requested a date change - which I have done. 

Then sends another whatsapp message saying she wants the reservation to be cancelled. How can I report this guest for further annoyance or helping any host?  

BrookAve 1 year ago


  1. make the mdo the cancellation via their account
  2. tell them to logon and click request cancel
  3. if too late then they must contact CS team not you.


  • put it on them to cancel but if the check in date comes and goes and they have not , then you just click No Show.
  • its not your job to cancel it for them.



 no one here but us leprechauns , contact partner support.


  • Remember this Partner Hub is not a direct line to any support team.
  • So never post action requests here, nothing will come of it.
  • Always message or phone Partner Support directly instead. Method #4 Public Phone List 


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Buse Ozkan 1 year ago

Thanks, I have already requested a cancel. But I will keep this in mind and want do anything further. Thank you for this.