Cancellation policy discrepancy

A current booking made for my property states "The guest can cancel free of charge until 14 days before arrival. The guest will be charged the total price of the reservation if they cancel in the 14 days before arrival."

However my cancellation policy is NO refunds for cancellation made less than 60 days prior to the scheduled arrival.

Booking.com cannot unilaterally change my cancellation policy. What gives?

Anyone else experiencing this issue??


BrookAve 2 years ago


Hi Bruce


That is indeed strange but I suspect these are across two different rate types and more than one cancellation policy set.


Have you optted into an opportunity feature recently?


Your next step /action is to phone BdC Partner Support***


Reminder Partner Support will never see this. Posting account or action requests here will result in nothing.


 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.



*** If no extranet access use the main public lines from here 


Kind Regards