Payment - Guest Cancellation Within 30 Days

Good afternoon!

On May 8th 2022, we received a booking for 8 nights in one of our rooms, check-in day May 18th (today).

Subsequently, on May 9th 2022 the guest cancelled their reservation.

As per our cancellation policy:

"The guest can cancel free of charge until 30 days before arrival.  The guest will be charged the total price of the reservation if they cancel in the 30 days before arrival."

In the circumstances, this particular guest cancelled their reservation only 9 days prior to their check-in date, and thus, as per our policy should still be charged the total reservation price.

However, I am unable to obtain the guest's credit card details.  The following message appears on my screen:

"Credit card details unavailable

You aren't able to view these credit card details at the moment but we'd like to reassure you that they've been checked.  You will be able to view these details if the guest is a no show or the reservation is cancelled."

Despite this statement from Booking.com, I am still unable to 'View Credit Card Details', even though the check-in day is today, and the guest cancelled within the 30day period.

I shall be grateful if you could kindly assist with this matter and let me know how to proceed.

Thanking you in advance.

Kind Regards.  


BrookAve 1 year ago

24h grace period that's likely why