Cancellation due to Covid and guest refund

A guest has cancelled his up coming booking due to new covid regulations in Cape Town.  His booking is in 4 days time so he does not quality for the free 7 day prior cancellation.  However, I would like to offer him a full refund.  How do I process this?

BrookAve 3 years ago


Hi Gill 


As it is more than 2 days away you can simply do it yourself in the reservation details page.


- Request Cancellation -

  • then choose option 2
  • wait for the system to notifiy Guest
  • Guest clicks link in notification to confirm
  • Refund triggered

All Done :)



If you find the option is greyed out, then :


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 Call
  7. As there is no one number for all partners, the number for your nearest BdC Partner Support is then revealed.


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