At Click. 2023 Miami, Sydney Stanback, a Senior Manager on...
At Booking.com, we are actively working to make it easier for...
Booking.com double booked my unit tonight
Guest needs full refund
Just to be 100% clear BdC did not cause the double booking.
Your calendar settings and configuration along with listing on more than one OTA, are the root cause.
this is a known issue, where by new partners do not know that the Calendar sync is limited and cannot do near instant trigger sync to other OTA.
The real world solution is to sign up for a free or paid for Channel Manager service , it will act as push /pull manager for all changes to all channels connected to it (an OTA is a channel).
examples : syncbnb; beds24; nobeds; cloudbeds; theres 20+ of these and some with differing options; free plans; paid plans etc.
If needed, 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 ***
*** public main lines via Where you can reach us
As for canceling and refund prepaid rate, assuming you are using BdC online payments or Payments by BdC.
Then simply direct the Gues to their account ,and tell them to start the cancellation procedure there.
You will get a notification to accept or deny the cancel waiver on fees.
then system will process the refund.
note if you are charging VCC refund the VCC first.
You initiate it, click request Cancel, option 2 typcially, then wait.
Guest notified, must click a link.
system processes the refund.
Typically this will be for :
Simply message or phone Partner Supoport.
Depending on whether or not guest has replied in a message to agree, you may be issued with a relocation invoice.
Which is why its a always good t oat least first message them on the extranet , then phone etc, as it shows you attempted to get in touch with guest. Or shows guest has not responded; or has already asked to cancel.