Please be advised as per extranet conversation regarding cancelled reservation the guest is contacting me to alter reservation dates. Please do not refund the guest. Please be advised on other occasions as well the guest agreed to alter reservation dates and booking offered free cancellation. From my experience it will be best both for booking partners and customers not to overlap each other. Since a customer agreed on a new reservation there is no a positive outcome both for business and booking.com to provide refund. Please do not refund guests unless both property management agreed. This is causing a lot of administration time and money to both booking and partners. Please bare in mind that you are refunding guest all amount which is not fair as we paid 15% commission to JCC for each transaction whether is processing payment or refund.
You can call the dedicated phone number* found in your extranet ‘Inbox’ tab.
or alternatively in same location under Booking.com messages, click see contact options to find the Message option
Reminder this is Partner community , not direct line to BdC Support nor Finance teams.