Cancelling Guest Bookings
Good Morning - How can we cancel a booking made by a Booking.com due to an accidental double booking by us? We have several properties we let via Booking.com. Due to a problem with our availability technology our Booking.com availability chart had not been updated and two bookings had been made when those dates had already been booked via ourselves through our own system some week beforehand.
We cannot find a way to simply cancel a guest booking or reservation. It is not the guests fault and they should not be penalised in any way, but our fault. We need to be able to cancel and refund the guests ASAP to avoid further disappointment and compound any customer problems.
Any thoughts, advice or help will be welcome to overcome this unfortunate situation.