I have a last minute booking and they have asked for invoice I have told them that they can get invoice from booking.com as they have paid you. They now want to cancel because of this

Customer needs invoice and have paid through your platform. They now want to cancel because we cannot supply them with invoice. They are due to arrive today

BrookAve 3 years ago


Hi Julie 


Welcome to partner hub, addressing only partners.


I see some misinformation.


  1. You generate the invoice when its requested not BdC, as per the Payments FAQ. 
    Payments - FAQs and all you need to know

  2. Plenty of online termplates, or examples in MS Excel, or use www.tradeshift.com
  3. Simply open the Reservation details, and use the info there to populate the invoice.
  4. Eat humble pie and reply to them and say you did not know, and will send the invoice, but will only be sent on or after check out date within 2 days.
  5. They have no right to an invoice prior to arrival.
  6. They cant claim expenses prior to the checkout date as most companies dont allow that.
  7. They cant use that as an excuse to cancel either but I understand why, when they need to be able to claim for it.
  8. They need to provide the company name for whom they will be claiming expenses for , along with VAT ID, and address .


I think I have covered everything.



Cancelling the booking as a Partner  (my standard process)


  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.


Not there is a period you can t do this , 48 h prior to check in and on or after it.


You then need to message BdC Support with the reference and request cancelation and refund if they prepaid to BdC.

Kind Regards,

Be Safe, Be Well


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