Non-refundable bookings

Hi there,

Could anybody tell me why I don't get any payment when someone cancells a non-refundable booking? I've tried searching the Help section but can't find anything about it. Hopefully there will be a simple answer somewhere! Thank you!



Because you have not set the policy for PrePay on extranet, it sounds like.


No prepay on a Nos Show or cancellation of any rate  equals, no payment at all.


Reminder you cannot post actions requests or any action request on here.



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

Ann Easterbrook

Thank you so much for your help.

I assume we have pre-pay set because Bookingcom handle the payment. We do not handle the payment from customers at all, it all goes through Bookingcom.



Hi, so if you can confirm exactly the name of the payment program you sgined up for ?  

  • BdC Online Payments (VCC)
  • or Payments By Booking (PbB)  

I am hoping its the second one, but prepaid I believe still requires the policy to be set, maybe double check that with Partner Support and then let us know if its included with PbB by default.




I had the same question as few of my non-refundable reservations were cancelled

Seems acc to BOOKING.COM policies - it is not their headache.

I even do not know if client was penalized in some way after such incident.





Hi Іван


That sounds like Force Majure Cancellations.


As the coronavirus situation evolves constantly, we reserve the right to reinstate our contractual Force Majeure policy. We will continue to frequently update this article with any changes, and we encourage you to bookmark this page.