Cancellation of booking as a host

Hi there

I have a booking for 28 December - 3 January coming up, which I need to cancel. I explained to guest that my children and grandchidren who live in the UK, are now able to come out to SA, owing to Covid quarantine restrictions having recently been lifted.  I have not seen them for a whole year.

I have sent the guest several messages which explain why this has suddenly come about, apologising for this unforeseen change of plans, and offering viable alternatives.  He/she has not acknowledged receipt of a single message, phone call or what's app, so I am not sure what game he or she is playing.  I have offered a change of dates, as well as excellent, comparable accommodation at a friend's bnb around the corner, in Camps Bay, at the exact same price, over the same dates. She is only prepared to hold this for me until tomorrow am.  Please advise where to from here, as I have done my best to handle this as professionally and proficiently as possible.

Kind regards, Toby Shenker


Profile picture for user m.adamopoulou.hotmail.com m
M Adamopoulou 2 years ago

Hi Toby and welcome to the Partner Community.


I agree, You have done excellent job...if you cannot get in touch with your guests maybe you should call your local BDC office and ask them to contact your guests...they have other ways to do it....


Hope you can contact your guests so you can enjoy Christmas with your beloved family.

Toby Shenker 2 years ago

Thank you for this helpful response - where does one find their contact details?

BrookAve 2 years ago

1) In the extranet, go to the ‘Inbox’ tab.

2) Select ‘Booking.com messages’.

3) Click on ‘See Contact Options’. << this i

4) Select the  topic.

5) Select the  subtopic, and complete the process by answering all questions.


Towards dialog bottom is option to reveal phone number.