coronavirus lock down related cancelation policy


I have a property in England, we are going into a national lock down on Thursday

We have a guest supposed to arrive during the lock-down period but can't.

They booked after 04 April 2020 so a coronavirus cancelation isn't considered Force Majeure I understand, they booked in June 2020 and Booking.com website advises guests to book accomodation with lenient cancellation policies.

Our policy is partially refundable - 50% up to 7 days before arrival (so it isn't massively flexible).

I have offered them the chance to move their booked dates but they don't want to and want a full refund.

Am I obliged to give them a refund due to the nationally imposed lock down OR do I respond to say our policy only offers 50% refund if cancelled (even if it was nationally imposed by government lock down)

thank you


BrookAve 3 years ago

Welcome to the Partner Only  Forum, addressing only us not BdC support team.

Posting something like this will not result in any action at all.




Its called doing the right thing.


However consider this :

  • Can they actually turn up, and let them selves in and , then just look after themselves?
  • Can they turn up and be told where to find the key or door code?
  • Can they go about their business, assuming they are working ? i.e. business travel.
  • Can they come and do their thing without any or minimal interaction with you?


If the answer is 2-3 of the 4 then I would let them come.

I would considering them  - If you are happy to look after your self and follow local guidelines, of wash hands, keep distance, wear mask etc, and  do your own food shopping and food deliveries etc, then you are welcome to come


or some words to that effect



Else if below:


Quick Guide :

  • Open the reservation details page
  • On right pane click Request Cancel
  • If you actually want to agree to 100% refund then just select OPTION 2.
  • BdC System will notifiy Guest
  • Guest must then click on a confirmation link in the notification.
  • Once confirmed System if prepaid to BdC, will process a 100% refund back to their payment source, within 10 days.


Literally that simple.


The only typical time you cannot use this, is when the Request Cancel is greyed out.


That is usually because of :

  • Too close to check-in date /time
  • After check-out date or check -in.


Else phone BdC Support if the guest does not action the notification after 3-5 days.




Kind Regards,

Be Safe, Be Well


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