booking *** problem with a cancelation

Hello, the guests from booking numer *** has cancelled his reservation 2 weeks from the arrival. We didn't received his cancellation about booking.com and we are debited his credit card with cancellation fee 174,90 €. The guest will now his money return . Why we didn’t  received his cancellation and what we can do in this situation ? 

Best regards


Jeanette Leotta 

Piatto doro


BrookAve 3 years ago


Welcome to the Partner Only  Forum, addressing only us not BdC support team.

Posting something like this will not result in any action at all.

Hi Jeanette


I am going to assume you take prepaid rate directly, sending the guest a payment link or  CC details over phone.


How exactly did they request the cancelation?


If a guest does it by opening their reservation online, they ca nclick to start the request and or send a message within it.


You then get this in your Extranet Inbox, and if you have the contacts setup correctly notification is also relayed to your email inbox.


You can try my cancel procedure below to complete or start the request. and mark it as to be refunded. or ring  BdC Partner Support .


Note: Since you billed them directly and already took the payment, then its your responsibility to reverse the transaction with your payment service provider.


Or ask the guest for their Bank IBAN info to transfer it back that way would be simpler.



Note: is the rate paid non refundable, you did not make that clear.?  if yes are you agreeing to full refund?

Quick Guide :

  • Open the reservation details page  
  • On right pane click Request Cancel  
  • If you actually want to agree to 100% refund then just select OPTION 2.  
  • BdC System will notify Guest  
  • Guest must then click on a confirmation link in the notification.  
  • Once confirmed System if prepaid to BdC, will process a 100% refund back to their payment source, within 10 days.


Literally that simple.


The only typical time you cannot use this, is when the Request Cancel is greyed out.


That is usually because of :

  • Too close to check-in date /time
  • After check-out date or check -in.


Else phone BdC Support if the guest does not action the notification after 3-5 days.



Kind Regards,

Be Safe, Be Well


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