Guests with a very high Cancellation %

Can Booking.com not introduce an 'instant' non-refundable booking policy/system for guests with exceptionally high cancellation %'s ? (eg. 50 - 70% cancellation rate). These are seriously SO frustrating to receive because the Host pre-empts not IF the guest is going to cancel, but when. It is inevitably a 70% certainty also and just a matter of time for  these guests to unfailingly cancel yet again.

A functionality could be put in place in the Booking Procedure which gets triggered automatically for all reservations made by guests with these very high cancellation percentages - it can for instance automatically prompt the Booker that the host of the particular property has a policy in place that requires a Non-Refundable Reservation Payment when a reservation is made by a guest with a high-cancellation %. I would recommend any rate over 50%. They can then proceed or decline?  

I really think that it is possible to implement such a policy and to word it in such a way that the guest cannot take offence. It could also likely encourage them to cancel less when they realise that their % increases each time they cancel another reservation and that they become more and more unattractive bookers to hosts.

Don't offer them a large discount to opt for a non-refundable option. You suggested such a rate plan recently and it doesn't make sense to cajole high rate cancellers to book with a host. It almost comes across as a reward and not an incentive for them (at an unnecessary loss of income for the host)

Too many times we have lost reservations to high-risk bookers, when our calendar remained blocked for a month or more, for steady guests who would have liked to stay (most often at the full price).  

We had an enquiry 2 weeks ago from repeat guests who wanted to return to our property, but our calendar was blocked by a high cancel-rate guest who now cancelled - as predicted.

BrookAve 2 years ago


There is only one option to fit all, as it can only be be on or off.


Enable PREPAID. that will sort it. and enforce the time limit ( minimum 24h when not last minute.)

Once they fail to honor it, you can click request cancel and choose option 1, then follow up with message or phone call to partner support.




Friendly reminder : we cannot help with account nor invoice/payout issues here, you must message Partner Support to open a case and then if urgent follow up with a phone call. see contact options below.


Reminder partners should NOT use Customer Services methods on main website,, use Partner Support.



Simply report to BdC Partner Support , see below 3 methods. They will never see any post on the Partner Hub.


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.

    *** public main lines via Where you can reach us



    how to contact partner support via private assigned number in inbox



Ronelle Preston 2 years ago

Thank you .

I have followed the exact route you suggest above to contact B.Com, but am yet to receive any replies after several attempts.

It is a very lengthy process to get to the messenger option ... 'via, via, via' ... before finally getting to the messenger and when one is under work pressure, the last thing you need is to add to one's frustrations and short-fuse patience!

As a Partner, I would love to see and request a Live Chat functionality, bottom right of each page, once in the Partner Support section. It used to be a pleasure communicating with B.com and getting fast assistance, but it is really hard reaching out to B.com now. For me anyway!

Thank you for taking the time to post the above anyway.  I will in future use Customer Support and not Customer Services

PS: B.com handles all our finances : collections of payments & payouts. I do not like to collect deposits and payments from guests, but I will research what you suggest re the PREPAID option

Thanks again for taking the time to respond




BrookAve 2 years ago



 but am yet to receive any replies after several attempts.

Thats entirely normal to not get instant replies, and in some case not for days depending on country/region.


Live chat is only available on booking.com for the CS service for Guests, unfortunately, but I agree it would be a nice addition to have it for Partner Support too.


 I will in future use Customer Support and not Customer Services

no, no, no,,, Partner Support is for us,  CS is only for Guests. THats why they ask for confirmation number and a PIN. Partners dont get that when contacting Partner Support.

Or maybe you are using the term 'CS" to speak of Partner support



yeah there are lots of clever ways to do it with 3rd party services, channel managers, PMS,