*** *** has cancelled their reservation.

She asked me if we could waive the costs. I have informed her that it is ok and that we do not charge her. So she cancelled and did not show up. Check message. I think something went wrong.

But now i see you are still charging us commission.

Can you please remove the commission.


Kindd regards,


Casa Naya Rural

BrookAve 2 years ago


If a guest requests cancellation, they must do it via their account and not verbally only.

Make them do it, but if the time has passed then they will need to engage Customer Service, or you will need to engage  partner support 


If needed, Simply report to BdC Partner Support , see below 3 methods.


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

Alison Rees 2 years ago

I tried this but bookings.com refuse to refund the commission even though they agreed they would not charge commission due to the cancellation being COVID. Let me know if you get a positive result & how you managed it.