The guest did not show up

I need your help!
The guest did not show up at the property yesterday.
I selected today from the Pulse application that the guest did not show up and I chose to keep the cancellation fee. Payment was made with the Mastercard.
Will I receive the money from Booking at the beginning of next month? Do I have to do anything until then?
I mention that the reservation was made a month ago and the guest has an invalid phone number and did not answer messages. Payment was made by card on booking.
In conclusion, will I receive the money or not?

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M Adamopoulou 3 years ago

Hi Stan,

Since this is only a Partner Community maybe you should contact booking.com directly.


Wish you well.

Stan Marcel 3 years ago

booking could not give me a clear answer.
what would you think?

BrookAve 3 years ago


Welcome to the Partner Only  Forum, addressing only us not BdC support team.

Posting an action request  will not result in any action at all, here.


Hi Stan 


No-Shows ,and did they prepay? and who did they prepay?

Basically if you are not setup for Guest prepays BdC, and BdC either transfers to your bank or you charge a BdC issued VCC ,

then you must either take payment on arrival (default for new partner), or deal with guest directly to collect prepayment.


So if in this example the first 2 conditions are not met (Guest did not prepay BdC aka Booking.com), and they have not prepaid you,

then you need to message or phone BdC Support of this ,so that you are not billed for commission on this reservation.

You would not be the first to get caught out like this in this scenario.


I strongly advise using prepaid, regardless of it being at checkout to BdC, or you issue them a payment link.


payment links and remote card transaction can be done by signing up to a payment gateway provider.



  • https://payrexx.com (with stripe.com)
  • https://sumup.ie/bookingie/ partner offer
  • or similar, but do ask them first if they cover your location/country, and the ability to do remote payments links or card payments as an Accommodation Merchant.




Please phone BdC Support directly for this type of enquiry. Guide below or :


1) In the extranet, go to the ‘Inbox’ tab.

2) Select ‘Booking.com messages’.

3) Click on ‘See Contact Options’

Topic : Account

Subtopic : Other, then phone number is revealed on right





Kind Regards,

Be Safe, Be Well


Dedicated Partner Contact Options - Visual Guide


Reminder your profile here is missing your listing link, please add it.

How & Why Add your Listing to your Partner Community Profile

Stan Marcel 3 years ago

I set the pre-pay payment option on the booking the day before arrival.
Normally, the money from the reservations made on booking comes to me next month (January).
Shouldn't Booking give me the money even if the guest didn't show up?
I think they stopped the guest's money from the card the day before they arrived.

BrookAve 3 years ago


Hi Stan,


Shouldn't Booking give me the money even if the guest didn't show up?


It depends on whether or not you are using Payments by Booking or another method.

It is unclear form your post which payment method is setup, and no See My Property link in your Partner Profile, so I have no way of knowing.


It sounds like you might actually have Payments By Booking setup but then you seem to contradict that when you say - 'think they stopped guest funds from card day before arrival.'


Update Profile and phone BdC Support for further assistance please.



Kind Regards.