Guest not paying in advance


I have guests travelling from Ukraine to my apartment in Cyprus.  They state they cannot pay my invoice in advance by bank transfer or PayPal as Ukraine law prevents this.  They ask that Booking.com deduct the fees from their credit card.

I have contacted Booking.com but they have not replied,is there a UK number to call for advice?

Has anyone else come across this situation?

Andy J


BrookAve 2 years ago


Hi Andy, 


Thats sounds like utter *** from them.

And even if that is the case the real world, does not operate like that, so their booking is void if they do not follow procedure.


As it sounds like you provide New Reservation template with prepay payment info, and they cannot comply, you can not simply cancel the booking and be done with it, , firm clean and simple, but fair.


Go to the details page, after 24h from when it was booked, and click Request Cancel, then option1.


Follow up with message to Partner Support if it is at least 4+ days away or phone as soon as to Partner Support to see its gone through and confirm the eta for the room to be freed up.


As we have no feedback on here as to how long it takes, appreciated if you come back and reply here as to what happens when you phone  Partner  support to  make sure it gets freed up. thanks.


Friendly reminder : we cannot help with account nor invoice/payout issues here, you must message Partner Support to open a case and then if urgent follow up with a phone call. see contact options below.



Simply report to BdC Partner Support , see below 3 methods. They will never see any post on the Partner Hub.


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