I need to cancel the booking

My guests ask me to cancel but because it was a last minute booking I can’t cancel and he don’t know how to do it 

we was overbooked and offered the day later but it doesn’t fit with his travel plans 


so I need to cancel the booking that he get his full money back 


thanks for your help 

Profile picture for user mariia.erbes.booking.com m
Mariia Erbes 1 year ago

Hi Imam Hidayat!

If a guest wants to cancel a reservation, it’s easy to mark this on the Extranet. Just follow these steps:

  1. Go to the Reservations tab.
  2. Click the relevant guest name or reservation number.
  3. Select Request to cancel reservation on the right-hand side of the page.
  4. Both you and the guest will receive an email confirming that the reservation was canceled.

Hope this will help! Best wishes


Ismini Karali 1 year ago

This is not correct, as Mr Imam said it is a last minute booking.

We can not use the request to cancel button, if it is later than 48 hours before check in.

Therefore, the only solution is either inform the guest to contact customer support, or the property to contact partner support-if reachable-to make all the necessary actions.

Send an email also from the extranet ,except calling.

Hope this helps

Imam Hidayat 1 year ago

Thank you a lot. The guest was on the island and we gave him his money cash back. 

And I just mark him as not arrived or ? 

BrookAve 1 year ago



  1. always make the guest contact CS team when they want to cancel
  2. they can easily logon to the app on phone or website and do it. zero excuses
  3. they are not entitled t o100% back either, entirely  up to you


 no one here but us leprechauns , contact partner support.


  • Remember this Partner Hub is not a direct line to any support team.
  • So never post action requests here, nothing will come of it.
  • Always message or phone Partner Support directly instead. Method #4 Public Phone List 


Click on my name for more guides