cancellation and refund the booking fee

Hi Sir/Madam,

There was a booking (booking no.: on 1st Aug. The guest had requested an earlier check-in, but we were not able to meet his requirement. Hence, both of us agreed to cancel the reservation. I have written 3 requests to the customer services of booking.com for cancellation and money refund purposes. However, there was no response so far. May you look on the matter pls. The guest was calling me daily for claiming he refund 

any doubt, pls feel free to contact me at ***

thank you.



Profile picture for user sharonpowney.hotmail.co.uk s
Sharonpowney 3 years ago

You have posted this on the partner forum so we cannot help with this. 

You should have got the guest to cancel using the booking.com system using this process.  then you don't need to wait for them to do it for you.

  • Extranet
  • Reservations
  • Reservations Details Page
  • Right Pane, Request To Cancel
  • Choose option 2, submit
  • Wait for guest to receive email with action to confirm


Kendy kang 3 years ago


tks for sharing the procedure. the booking happened in 1st Aug, and today is 9th Aug, does the guest still has the option to do cancellation in Extranet?

i tried to contact booking.com, but their customer service number in Malaysia was "not in service" anymore. May you advise where can get the updated customer service contact list?

Profile picture for user info.torrdarach.co.uk t
Torrdarach 3 years ago

Hi there,


We have tried contacting BDC on several occasions and it can take up to weeks before we receive an answer.

They have tried calling us but when we are busy we cannot reach the phone.

They still don't leave messages on the answer machine, which we hate.