Last Minute Cancellation

Hi all, I had a last minute cancellation under my "moderate" policy. The guest cancelled today and she was arriving in 11 days. Therefore, I am meant to get the full amount of what the guest paid. However, Booking.com is saying that the guest wont be charged as I "approved" this cancellation to be made free of charge BUT i never approved this. What should i do?

BrookAve 4 years ago



As you do not have property linked in your profile would be so kind to do so, as it greatly helps with questions like this.


See info and link to How To guide below.


So due to arrive in 11 days, policy set to moderate which is with in the 14 days.


Moderate – 14 days 100% cancellation fee applies 14 days before arrival  

So then depending on how payments are setup, lets say:


PrePay to BdC, then BdC pays out toy Host bank


Prepays to BdC and BdC provide a VCC for full amount.


No prepayment, Guest must pay on arrival, cash or card.


Prepay Host partial or full over phone.



I would make them prove you approved it, because if you did not click on Cancel on the reservation page and that policy is correctly setup, then BdC need to payout.


Escalate this to the finance team if support are giving you the run around.Also  then ring them back and ask to speak to a manager and escalade the support case.

Kind Regards



Consider linking your Property link into your partner profile as it helps other partners assist you, especially when starting out .


How To Guide :



How To Contact Booking.com:


If  urgent,  call the dedicated phone number* found in your extranet Inboxtab.

Under Booking.com Messages,
Click on Contact us to reveal the phone number.

For more general info you can contact one of our main lines for help.


Got a specific financial question?

Call the dedicated  phone number* found in the ‘Financial Overview’ section of the ‘Finance’ tab in your extranet.

Please note that our finance team is available during business hours, Monday to Friday only.