I m trying to get in touch with booking.com but failed.

I had to cancel a guest who had a reservation placed inAugust 2020.

His stay is in 6th May 2021 for 5 days.

I asked him to cancel his booking on 19th February 2021 because the property is rented out from January 2021 till June 2021. He has 3 months to find another accommodation. .

He does not want to remove his booking. I apologised for the inconvenience but a month later his booking is still there.

What is your best advice?

Will I pay a fee if I can't accommodate him?

Thank you for your help 

Mr P



BrookAve 3 years ago


Hi Pascal,


Dont take that nonsense from them.


Normally you attempt to  offer to change dates first.

Then just keep it simple, dont over share and say you are only taking essential workers' bookings.


and if they do not qualify then it is voided. and BdC Partner Support will assist.


However you can just use the Request Cancel feature and choose option 1 when prompted.


Option 1 can also be used for guest failure to prepay a deposit or the rate when prepaid is enabled and documented in the auto message template for new bookings.


Option 2 is for when the guest will agree to cancel or when you need them to after you notify them first.


IF a guest does not agree and kicks up about it and they contact Guest BdC CS, if booking  Partner Support do not side with your decision to cancel, they will be relocated and you get an invoice for the other accommodation provider and their rate for the stay, which could be higher than your own.


Many will advise just ask the guest to cancel them selves on their bdc account.


In other times you might just need to phone partner support and tell them the property will no longer be available until after mid to late june ,and any bookings active must be cancelled. Remember dont over share , just say its not available until then,


The property snooze feature is handy for that too.


Reminder Partner Support will never see this.

Posting account or action requests here will result in nothing.


For when its urgent never post here go straight to phone method ,as per below.


 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



Kind Regards

Pascal leblanc 3 years ago


Thank very much for the informations. It gives me an idea on how to handle a cancellation.

Much appreciated