f
1
Fernanda Lueiza
seeking advice

Help declining a booking

Hello,

I received a booking today, the number is ***.

Unfortunately, I cannot receive the person in my place since I don't have the space available anymore.

I need to decline the booking. Please get in touch with the client since she expects a refund as expected.

Let me know how this process works.

Thank you for your prompt response.

b
11
BrookAve 2 years ago

 

Hi Fernanda

 

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

Posting something like this will not result in any action at all.

 

A you should already know double bookings, overbooking, are caused in general by your calendar showing availability.

 

As a partner that is your responsibility.

 

If you are using more than one OTA (BdC plus trip advisor, Airbnb etc), you  not try to sync calendars.

 

It will never work instantly and therefore unreliable and will then cause double bookings.

 

I have posted this at least 50 times now. And the workaround, perm 99% solution is to sign up for a free or paid for Channel Manager service.

e.g. nobeds, cloud beds, eviivo etc

 

 

Cancelling the overbooking as a Partner

 

  1. Message the guest , explain overbooked, system should not have allowed it or COVID19 local restrictions prevent you from hosting. etc      
  2. Be smart about which excuse you use, and do not over do it, no waffle or padding.      
  3. When you message the guest finish off by saying , once you initiate the cancelation they will receive notification to acknowledge via a confirm link in the message. And that their prepayment (if any) will then be auto processed for full refund by Booking.com, only once they take that action.      
  4. Of course if you can offer some detail on next availability, if any. and offer to confirm dates they may send on.    
  5. On the reservation details page on right pane bottom , click Request Cancel , choose option 2, and wait for guest to confirm the notification by clicking the action in it.

 

 

 

Kind Regards,

Be Safe, Be Well

 

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