3

Cancellation and refund requests

Guests wanting to cancel seem to have no idea how to behave:

They often contact me first, are sent back to BDC, and can't seem to find a way that doesn't involve asking for a refund. 

The message I get requests a refund, and is not a cancellation, which suggests that - if I say no - they might still show up.

Am I going to authorise a refund if I don't know if I can re-let the room in the available time left?  No.

So I usually add "Not unless BDC can get me an equivalent replacement guest, so cancel your reservation so they can try".   

But guests often don't complete the cancellation process, the room stays booked to them, BDC can't seek another guest and the guest can't get a refund.  Eventually they will be marked a no-show.

They start kicking off...... and I (who could, by then, might have found a guest via another source) think "*** you, mate".

IT WOULD BE SO MUCH BETTER IF GUESTS WERE TOLD TO CANCEL FIRST AND TO ASK FOR ANY REFUND LATER.

The time saved would increase the chances of finding another guest before it was too late, and the likelihood of an ex gratia refund.

Example:

A guest rang at the last moment, saying her partner had "broken his knee playing football" that morning - could they have a refund.  When I said no, she said angrily they'd come anyway.  Now I have a guest who has either lied, or one who may be unfit to stay.  Either way, I don't want them in my home and they will undoubtedly leave a damaging review.  I tell her to CANCEL to give me a chance to re-let the room - she won't.  So I tell her my insurance will not cover a guest in a cast - she "has her own insurance".  I ask for documentary proof - she can't provide it.  I give up and wait to see what happens.  They don't show, of course, but the aggro involved has consumed my whole day and wound me tight.

Guests can be ***.  BDCneed to adjust their procedures to protect hosts from this kind of abuse.

It isn't acceptable for a host to be trapped between lost revenue and an abusive review.

 

 

 


11
BrookAve

 

the cure is to only allow prepayment not on arrival 

 

you add all the pay methods and process, time limit ,and note failure to follow procedure results in cancellation 

 

this gives you many advantages:

  • easier to cancel , its option 1 on the Request Cancelation button on reservation page, right pane, then follow up with partner support via phone to enforce it.
  • blocks spammer, scammers etc...
  • etc

 

 

youre not the first to mention this.

 

 

 

 

 



Never post action requests here, no one in BdC Partner Support team nor Finance Team have visibility here.


 

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.

 

Method 3:  *** public main lines via Where you can reach us

 

 


how to contact partner support via private assigned number in inbox

3
Skyline10

I have always used pre-payment and BDC collect.  It's my only option, as my business is way too small to justify the cost of running a business bank account and card system. I never accept reservations from any platform without prepayment in full.   

This year we've seen an increase in the book/cancel/book/cancel pattern, which creates a great deal of admin work and can lead to accidental overbookings.   So, learning from my stronger competitors, I lengthened my non-refundable period from 7 to 30 days, and made Fridays and Saturdays completely non-refundable.  This protected me from the financial impact of last-minute cancellations. 

Later I removed the "grace period" as well, to discourage guests from frivolously stacking up multiple reservations for the same date, then cancelling them - again causing wasted admin and increasing the risk of human error.  We all know they do this.

The problem is BDC's guest page steers those who want to cancel to ask for a refund FIRST and BEFORE actually cancelling.  This leaves the host in a kind of limbo, where they cannot be absolutely sure the guest isn't going to rock up anyway, so cannot confidently seek a new guest anywhere, and the room does not appear on BDCs site as available so they can help.

The only way to deal with it is to phone BDC and insist they contact the guest and demand they make a decision to cancel.  I don't know about other hosts, but I simply don't have the spare time to hang on the phone line to chase them up like this.

It's a daft situation.