Cancelling guests due to COVID-19 and Government directed lock-down
Today, I received this:
- Should a guest look to modify or cancel the dates of a reservation, either through our website, our self service tool or via Customer Service, we will facilitate the completion of that action.
- By using the self-service app, guests can cancel the reservation themselves without requiring additional actions from either the property or Booking.com.
If a guest reaches out to your property to request a cancellation, you can handle this request yourself. There is no need to refer guests to our Customer Service Center. Information on how to handle these reservations can be found here.
Can you please explain to me 'WHY I am expected to do EVERYTHING to help a guest who wants to cancel and you are STILL not helping your so called 'partners'
WHY do I still have to follow the standard rules of cancelling a guest without their consent, at a time when COVID-19 has led to a National lock-down? I have a guest refusing to cancel at the end of April. We are closed, so WHAT do Booking.com propose to do to help me in these unprecedented times, with this guest and this situation? Ignoring me and thousands of other 'partners' is NO LONGER an option if you want us to continue with you after this crisis is over.