A reservation that is asking to be canceled

See reservation or booking reservation id #***. Guest is requesting to cancel, but according to how we see it was booked with Booking.com the reservation is a pre payment. You can see this too. However, we cannot answer this guest as you have initially taken payment. Please advise if you (BOOKING.COM) is requesting a cancelation on behalf of this guest as we will work with booking.com but we do not want to provide the potential guest any hope of cancelation before we know whether booking would return the guest's money. Booking should be making this request, and we will look for a request from booking for it. We cannot refund booking without a request.. Booking should be answering this guest. 


BrookAve 2 years ago


so long as they initiate it form their account or via CS team on main website its fine.


if they only message or phone you to notify you of intent, that is not an offical method, send them to logon to their account and trigger it there instead or if they are lazy , tell them to talk to CS team


yes technically you can trigger it too on their behalf, but its always better to make them do it.


 contact partner support, see below 3 methods



Friendly reminder : we cannot help with account nor invoice/payout issues here, you must message Partner Support to open a case and then if urgent follow up with a phone call. see contact options below.


Reminder partners should NOT use Customer Services methods on main website,, use Partner Support.



Simply report to BdC Partner Support , see below 3 methods. They will never see any post on the Partner Hub.


Message or Call BdC PartnerSupport 


  1. In the extranet, go to the ‘Inbox’ tab.
  2. Select ‘Booking.com messages’.
  3. Right Pane - Click on ‘See Contact Options’
  4. Choose Account
  5. Now choose Other
  6. Then at bottom , See all contact options, and click Message or Call
  7. As there is no one number for all partners, the number for your nearest BdC Partner Support is then revealed.

    *** public main lines via Where you can reach us



    how to contact partner support via private assigned number in inbox