Guest refund


I have a guest that might be cancelling there booking tomorrow, they will confirm in the morning. This cancellation will be within my non-refund period however I would like to offer a full refund.

If I do this am I right in understanding there will be a fee charged by Booking.com to me? What is the percentage of this fee?

Also how do I activate a one time refund?

Kind regards


BrookAve 2 years ago


Hi Alison,


Its very simple they just need to logon to their account and start the request by opening their booking and click cancel.


They can as part of that ask for a waiver, you then get a notification to confirm and its done.


Of course this only applies if they prepaid BdC and BdC still hold those funds.

If you hold that funds then once that process is completed you get a notification to then refund to their payment method.

This is known as the preferred method. No relocation invoice applies when they are agreeing to it.


Method 2: Partner initiated using the Request Cancel feature on details page.

Typically only used for failure to prepay deposit and or rate.

Or in rare circumstance you are unable to fulfill due to event out of your control , such as double bokoing; foold; leaks; maintenance issues; covid etc.

But even with this notify guest first, and even if guest fails to reply try this before method 3.


Method 2: Contact Partner Support






Kind Regards






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  

  9. How & Why Add your Listing to your Partner Community Profile

  10. how to contact partner support via private assigned number in inbox