No reply/slow reply booking.com messages

I had a guest who booked and paid a deposit, we tried everything to get hold of him prior to his arrival, even booking.com did to no avail. I was suspicious about the guest as the guest name and the booker were 2 different people. They would not let me cancel the booking so I waited for the guest to arrive which he did not do.

After much to and fro with booking.com I managed to dispute the invoice and got the commission down to 50% as the guest had only paid a 50% deposit.

I recently got notification that the booking was made with a fraudulent card so now I have to pay back the full amount. I have tried to call and message booking.com, they never answer the 3 phone numbers I have for them, they also have not replied to my message to dispute the invoice for over a week. They are sending me reminders to pay the invoice. I don't think it is fair to have to pay an invoice on a fraudulent transaction.

Why does booking.com not answer their phone lines? Why do they not get back to my messages on the extranet, they say 2 days but this has been a week now. This has been one of the most time consuming experiences , when initially I had problems with the booking and payment they shifted me from one department to the next.

I have requested that they blacklist the guest so no-one else gets the same fraudulent experience (in fact the guest is on the genius program!). They also DO NOT reply to these requests from me.

I am very unhappy with this situation.

Any tips or advice would be welcome as I used to have a very positive experience with booking.com but it seems things are sliding downhill fast.

BrookAve 2 years ago



You need to contact Partner support, see options summarised below.




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.



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