Inactive user

A reservation

A guest contacted me to cancel a reservation.  I told her she would need to contact you to cancel it.  I messaged her twice and emailed her once.  I have not heard back from you or the guest to confirm it was cancelled.  I do not want to be charged for a guest that cancelled.  Please confirm it was cancelled.  The guest was to stay on October 24 (our only guest through booking.com on the date.

BrookAve 2 years ago



Welcome to Partner Hub, addressing only Partners, not BdC Support.


  1.  When a Guest requests Cancelation, you should not tell them to contact BdC, unless you are having technical reason for not being able to use Pulse app or Extranet.  
  2. Any thing like this posted here will never be seen by BdC Support nor actions on your behalf.  
  3. Extranet is your main tool for self service and doing it all yourself.  
  4. As the date is now past you may not be able to do it but you can message the details to BdC support to have it updated 


This is the normal process I share to cancel as a Host: Go to step 5

If Request Cancel is greyed out then contact BdC support to do it for you. 

Send the guest a message to appologise for the misunderstanding, and the BdC will be processing it  soon.


Cancelling the (over)booking as a Partner


  1. Message the guest , explain overbooked, system should not have allowed it or COVID19 local restrictions prevent you from hosting. etc      
  2. Be smart about which excuse you use, and do not over do it, no waffle or padding.      
  3. When you message the guest finish off by saying , once you initiate the cancelation they will receive notification to acknowledge via a confirm link in the message. And that their prepayment (if any) will then be auto processed for full refund by Booking.com, only once they take that action.      
  4. Of course if you can offer some detail on next availability, if any. and offer to confirm dates they may send on.      
  5. On the reservation details page on right pane bottom , click Request Cancel , choose option 2, and wait for guest to confirm the notification by clicking the action in it.



Note: Please rename to a proper name like a short name for your property or your actual name. Its more professional and more relatable.


Kind Regards,

Be Safe, Be Well


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