Risk free booking is not so!

I Live in South Africa, and received a "risk-free" booking, I called the booking.com office to enquire about it, and it was explained how it will work for me! and that I did not have to ask for a deposit 0f 50 percent (as usual) I was happy to try it out, as there seemed not to have a risk.

2 weeks later Client was a no show, I tried to collect the money from card and was not allowed, I contacted booking.com office, and after escalations and 50 min on the phone, I was tòld that I will not be paid out by Booking.com because of some wording or policy on my profile.

I have two questions

1) why is it marked "risk Free" on the extranet if there is an exclusion policy on my profile

2) Why,  when I called about 2 weeks prior to Check-in was I not told that risk free does not apply to my profile, and instead i was told how the policy works and of the benefits to me

Best Regards


BrookAve 2 years ago


Hi Luis,


What exactly was the wording referenced ?




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.



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