I have just contacted a guest for an eta and she says she never made the booking!! I have her details so I don’t understand how this could have happened. How do I get to speak to someone from Booking?

How To - Cancellation Handling

Note she could actually be lying

Friendly reminder : we cannot help with account nor invoice/payout issues here, you must message Partner Support to open a case and then if urgent follow up with a phone call. see contact options below.

Simply report to BdC Partner Support , see below 3 methods. They will never see any post on the Partner Hub.

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.

8.  

   *** public main lines via Where you can reach us

    

    

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It is also worth noting that both the guest and you as the accommodation provider have options for modifying or cancelling a reservation. The following article shares steps for how to modify or cancel a reservation:

If a guest asks me to cancel a reservation, what action should I take in the extranet?

For reservation specific support, it is always best to contact the Booking.com customer support team as BrookeAve has pointed out above.