Refund or no refund - that's the question

We have a 2 bed apartment in London for rent. We've just received our first 2 week booking with booking.com (Hoorah!!). Am a touch confused - we've got booking.com to handle the payments and we get paid 10 days after they have left - which is a bit annoying...CASH FLOW-WISE.

But the big issue I have is about refund or no refund. If they cancel in the middle of Summer with 14 days to go or even 2 days to go...the likelihood of us finding a replacement booking is...well...tiny!

What are other apartment owners doing? Care to share?

Sam & Nidhi

BrookAve 2 years ago


Hi Sam


Some will set a non refundable as cheaper rate,

Versus flexible with say last 7days , with penalty of either...


1. Cost of first night, or

2. A % of the full booking

3. Full rate,


It's really up to you.


There is a feature called risk free, if you opt in, bdc cover the cost, if they can't get a replacement guest.


It's worked well for me

Sam Ryman 2 years ago

Hi @BrookAve Do you have an apartment or B&B/hotel room?)

Sam Ryman 2 years ago

Hi BrookAve  where do you see this risk free offer...how to access it?

Sam Ryman 2 years ago

Hi BrookAve  I received my first booking and I didn't get an email confirmation - is this normal? do you know where I can go to ensure I get an email with every booking?

Secondly...Booking.com are handling my payments. So they will send to my bank account presumably...where do I set this up? I got a bit flummoxed with the Virtual credit card on some chats...how have you set up your payments?

Thank you.

BrookAve 2 years ago


  • Right, logon to extranet ,
  • Open Reservations  , set the date range ,
  • now see does the reservations show??
  • Top right 1st circle menu, is where notifications can be set.


are you signed up for Payments by Booking -PbB [preferred] or BdC Online Payments?


Online payments method require a 3rd party payment gateway service and a ePOS /Virtual terminal. Make sure to as them about charging VCC.


I use PbB method. 



Kind Regards.

Sergei - Commu…
2 years ago

Hello, Sam Ryman! Thanks for posting. Great title :) I will feature your post, so more partners can share their thoughts.

Ismael Barco Ponce 2 years ago

Hello there, I'm new here and booking closed down my house in order to verify my location.  The house isn't yet  in google maps cause it's been build last year. I sent them a video as requested.  How can I contact with my community manager or my account manager?

BrookAve 2 years ago

Ismael Barco Ponce


You really should not hijack another topic when you can easily make you own.


see contact options below.


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.

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



    how to contact partner support via private assigned number in inbox

Profile picture for user bookings.isleofwightvacations.com i
Isle of Wight … 2 years ago

Disable the non-refundable policy (this is only another discounting option)

Then in your calendar, when settings prices, tick the non-refundable checkbox

You will always get paid