Good afternoon,


We need your help please.


We declined a cancellation request to a guest, Mr ***, Booking number: ***.

But the client call us and explain us that he is very ill (he sent proof from his medicin) so our General manager finally accepted to cancel his booking without any fees.

Unfortunatly now we cannot cancel it throuw booking.com...


How can we do please ?


Best regards


Columbus Hotel

BrookAve 3 years ago


Hi Columbus ,


Yes you can do it yourself *** in most cases. But the guest ca ntoo by ringing Booking CS or using their account on the main website.

*** Iif it is not with in the 24-48 hours arrival date window.


  1. Method 1 : Guest Logons on to their account on BdC website.
  2. Method 2:  Guest uses the CS  (?) link on BdC website to contact BdC Customer Services to cancel the booking.
  3. Method 3: Host Partner Call BdC Partner Support 
  4. Method 4: Extranet
  • Open reservation details page
  • on right pane, choose Request Cancel
  • Choose Option 2.
  • This now triggers notification to guest and also full refund status agreement by Host.
  • Guest must click the link in the email notification to finalise the cancellation.


If you think the guest may be impaired ,unable to use the website nor phone CS you can m request it for them.



Reminder you cannot post actions requests or any action request on here.



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