Cancelling a guest

I'm desperately trying to cancel a guest as I have to go into self-isolation. There is no way of contacting Booking.com I've sent a cancellation request and had no answer. What can I do?

BrookAve 3 years ago


Hi L.J.


FYi as per community guidelines , that partner name will get you suspended or banned  if you dont rename it to just your name or property short name.

To cancel the guest you can do directly with the guest using:


  • Open the reservation details page
  • Send a short message saying you r property is in lockdown due to Covid19 and you must cancel.
  • Now click on right pane - Request to cancel, and choose option2.
  • Guest will receive an email and then click on a link to confirm . This part may take minutes / hours / days.
  • But you are now covered and dont need to do anything else. unless you already took prepayment directly, so start the refund if so.


You could suggest they give alternative dates or a credit note for booking directly with you at a later date.



Kind regards


Extranet - Location of Partner Only Phone number and Message methods

Would love to see you property listing, but it is missing from your partner profile, please take a moment to add it. It can in many topics help us help you more efficiently.

How & Why Add your Listing to your Partner Community Profile



ljmiller117.gm… 3 years ago

Many thanks BrookAve. I don't know how I got that partner name - it was automatic! 

BrookAve 3 years ago
  • top right , Name , hover over, click Edit Account.
  • Now over near top left you see VIEW EDIT.
  • Click Edit.
  • Click User Details tab
  • Now you see existing name and can edit it.
  • Change and click save