Has anyone else suffered with bookings.com taking commission from bookings that guest cancelled due to COVID. They don’t seem interested in talking to me. customer service just refer me to emails from the accounts department.
A client cancelled due to COVID and requested that I wave my cancellation charges. I agreed that I would waive my cancellation fees as long as no commission was not deducted from my account and my rating on the site was not effected. Bookings.com agreed to this in a phone conversation. But then in Septembers account payment (from another booking) took the commission for the cancelled booking.

How have you dealt with this issue?

thanks in advance for any assistance or advice you can provide  



BrookAve 2 years ago


that means the booking was not correctly marked.


simply message support with the relevent details and it can be credited 



Reminder: Never post action requests, will never be seen nor actioned.

If needed, Simply report to BdC Partner Support , see below 3 methods.


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.

    *** public main lines via Where you can reach us



    how to contact partner support via private assigned number in inbox

Alison Rees 2 years ago

Ummm.....I did not cancel, the guest did so don’t know how else I could have marked it. B.com was aware of this & said they would sort it.....I have spoken to them numerous times on the phone & customer service always agree that it needs sorting but finance don’t seem to want to know. You can’t talk to anyone in accounts as they will not answer, even their own customer services department can’t get through to them.

Any other advice as to how to contact accounts would be great fully received.