Refunding a customer

A customer booked accommadation but I am unable to accommadation them and they have already been changed but I cannot find any information on what to do.

Do I need to refund him myself ?

BrookAve 3 years ago


Hi Fiona,


That entirely depends on who they actually paid, you directly or BdC at time of booking.


If BdC then they just need to log on to their account and trigger the cancelation request, or phone CS for Guests on main website.


Thats fair to ask them to do when they are not due to arrive for at least 48 hours +



Second option is you trigger it using the Request Cancellation option on the details page, then option 2, wait for them to click a link on an email sent by system to confirm.

else you message or phone partner support.



Reminder you cannot post actions requests or any action request on here.



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