Guest denies that she booked our apartment

Hi

That is a first, and suspiciously like *** from the guest. She clearly didnt think it through as to how you have her phone number to have called her. lol

Either way to cancel I would tell her to check her email for your messages to confirm the emails are getting through.

Then tell her you are going to cancel it using the BdC System but she will first get a notification by email to confirm it, so she must find the email , open and click on a confirm link

You then open the reservation page for it, on right pane click Request Cancel.

Choose option 2, system sends the notification to her account email, wait for her to take the action.

When she does the system will alert you it is now cancelled.

There is one possibility.... someone has access to her booking dot com account and made the booking.... a teenager for example

I would advise her to change her password straight away and to use a password manager like LastPass.com

At the end of the day its her account and she is responsible for any bookings made on it.

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

Kind Regards