Guest replaces a penalized no-show with late cancelation without penalty, Booking supports the fraud

Recently we had a reservation via Booking, only 1 day before the supposed arrival. Usually, our guests need to pay a nonrefundable deposit right after booking, but given the short time to their arrival within 24 hours, we could not enforce it. On the day of the arrival, we asked them at what time they would arrive and they told us they were about a 4-hour drive away from us. 4 hours later they canceled the reservation via booking. Their reservation, name, and credit card details disappeared immediately from our extranet, so we could neither report them as a no-show nor charge their card. When we complained with Booking about this, we were told that the cancelation policy for this reservation was that the client could cancel anytime without charge. But this is a lie.
Our extranet shows clearly a very different policy: guests need to pay a 30% non-refundable deposit that is lost if they cancel later than 30 days before arrival and have to pay the entire reservation in case of a no-show. Bookers also receive an automatic message detailing these payment and cancelation policies again. We have never received any notice from Booking that different policies would apply to these guests, nor would we have accepted them.
Obviously, the right to cancel a reservation the same afternoon when they should arrive makes the report of a no-show moot, and thus opens the door to fraud and irresponsible behavior of the clients, and Booking.com covers this kind of fraud.
On the other hand, even if we had had time to try and get a deposit from the clients and wanted to cancel the reservation after the guest does not pay in time, BDC would not allow us to cancel the reservation unless the client agrees, which with fraudulent bookers will not happen. That these bookers acted fraudulently is shown by the fact that they booked another hotel in our town for the same 2 days. We found this out because these clients showed us their 2 bookings with ours canceled in a message to "prove" that they had canceled our reservation "correctly". 
Booking covers this fraud and even tries to gaslight us, claiming that we had cancelation policies that we never had and would never accept, against all evidence on our extranet.

And they call us "partners" while they defraud and gaslight us.

BrookAve 2 years ago



wow the cheek and neck on them.


contact partner support directly




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.


Reminder partners should NOT use Customer Services methods on main website,, use Partner Support.



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.
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  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.

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    how to contact partner support via private assigned number in inbox

Boquete Apartments 2 years ago

I have done exactly this. I mailed "partner" support but they insist that I call them by phone.
I am not expecting BDC to answer me on this forum, but I want to share the case with other "partners". I have seen cases even worse than mine shared here, so I think it is important for everybody to know what this company is doing.
In the past, I have been hanging in waiting loops seemingly forever while my prepaid phone credits ran out. I won't do this again. There are more reasons why I want a WRITTEN answer.
1. you can't show a person a screenshot on a phonecall
2. I want proof of what they tell me in case of legal actions, not a "he said - she said" after a phone call.
3. I don't hear well on the phone, but I have no problem reading a written answer.