Cancellation 5th July (Wales still in lockdown)

In Wales we cannot legally have guests until 13th July. I have a booking that I need to cancel before this date but Booking.com is charging the guest the full amount of their booking to cancel.

How do I ensure the guest gets a full refund?

Any help would be much appreciated.


BrookAve 3 years ago


Hi Ben Roberts


They wont be charged if you initiate it or call BdC Support.


You can initiate it in the reservation details page, click on Request to cancel, choose option 2.

By doing this you are waiving the penalty fee and guest gets 100% refund.


Kind Regards



Ben Roberts 3 years ago

Thanks for your reply BrookAve. I did exactly that but they are still being charged. Do you know what the UK number is for BdC support? Or a link to live chat etc?