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Making non-refundable more flexible

Hi everyone!

Flexible rates still make up the majority of bookings on our platform, but non-refundable bookings are making a comeback this high season. Allow changes to non-refundable bookings to increase your occupancy, while making sure you remain in control of your revenue. 

Learn more about our policies that can help you attract flexible bookings.

Which policies work for you and why? Let us know in the comments section below!

Isle of Wight … 1 year ago

Flexible rates make up the majority of bookings because you introduce things like Smart Flex and automatically opt every partner into it.

And yes, I would love to allow changes to non-refundable bookings. We often have guests who wish to extend their stays. But your Smart Flex prevents us making these changes.

You impose flexibility for guests and remove flexibility for hosts / partners, then suggest that hosts / partners be more flexible?

I think that really need to make up their minds about this. Listen to partners. There's a good reason that non-refundable bookings are making a comeback .....

O (Bangkok) Hostel 1 year ago

I do not want our policies to be flexiable at all, I want it to be non refundable. 


I find that in Thailand, as a entry rule, you need to show a booking at a hotel. 

Many who are staying with friends family, will make a fake booking and immediately cancel.

This prevents us, on some days when are full to making the money on the potential bed or room that was booked out by a customer using the fake booking as a way to enter the country.


Yet we are STUCK with flexible only, 

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Didem - Commun… 1 year ago

Noted! Thank you so much for your feedback and suggestions both! @Isle of Wight Vacations and @O (Bangkok) Hostel

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M Adamopoulou 1 year ago

Flexible rates means more cancellations…guests reserve many properties and a few days before arrival they cancel….very frustrating…


Due to massive cancellations in our area most of the properties have only non-refundable policies…


Guests must learn not to take advantage of having the opportunity to cancel…


Maybe BDC should have a formula to make both guests and hosts happy…maybe there should be a penalty for cancellations…





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M Adamopoulou 1 year ago

Hi Didem☀️☀️☀️

Massive pleasure!!!

Marcelo Alvarez 1 year ago

Hi Didem, I really need to contact someone at Booking, e-mail, whatsapp, anything please!!!!!

susan cressman 1 year ago

Your platform is known for guests who book to hold dates for themselves, "just in case", and then go shopping around last minute and if they find better, they cancel.  This has happened to me so many times on your platform, so much more than any other platform.  
As a result I have now shut down all of my flexible options with you, only keeping the non refundable option open.

This maybe works for hotels with 200 rooms but if you want to encourage smaller hosts, it is extremely problematic.

Guests who lock in a price, block your dates months ahead, only to cancel 3 days before the stay (and do this knowing full well when they book, that is the plan!!!) are a big problem on THIS platform!!

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M Adamopoulou 1 year ago

Hi Susan, I fully agree but have in mind that you  can also change your policies and make them more strict…


It is very frustrating when guests cancel last minute… it ruins our business…maybe BDC should allow minimum reservations for same period…


Wish you a happy day.

Kanokwan Utumporm 1 year ago

I listed my villa on approximately 6 months ago. During that time, I experienced a high rate of cancellations with 14 bookings and 11 of them being cancelled. This results in an 80% cancellation rate. In comparison, I listed my property on another platform and had 42 bookings with only 2 cancellations. To date, I have only had one guest stay booked through

Regarding the payout, I received it 19 days after the guest checked out. had deducted 18% (52592.90 Thai Baht) as commission and a payment processing fee from the payout. Additionally, I received an invoice at the end of the month for an additional 18% commission for the same booking.
As a former guest and current host, I have been disappointed with my interactions with It seems the company hires customer service agents globally who are untrained, uninformed, and uninterested in providing quality support. This results in an unpleasant experience for both guests and hosts.

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M Adamopoulou 1 year ago

Many hosts have similar problems…

Customer service is not like it used to be!!!

It feels like we are not protected!!!