1
Brian Strawson
#Coronavirus

covid restrictions from tonight

Hello - our guests have had to cancel because of the new restrictions that have been announced this evening. they are very upset that they will be losing all of their money when this is not their fault, surely this is not correct as the government have banned all overnight stays in our area. Surely this is a covid cancellation and should be refunded to them. Sarah 

7
Isle of Wight …

I assume you're in the UK?

If so, then yes, they should get a full refund. You need to ask them to log in to their Booking.com account and request cancellation. You should then get a notification by email or by message to your Booking.com inbox, asking you to authorise this and waive fees.

Explain to them that they must do this. If you request the cancellation, it will be passed to Booking.com support who will try to find the guest alternative accommodation and charge you for the pleasure.

 

1
Brian Strawson

Thanks, but they just cancelled their booking and are now looking to get a refund.

 

 

11
BrookAve

 

Welcome to the Partner Only  Forum, addressing only us not BdC support team.

Posting an action request  will not result in any action at all, here.

 

Hi Sarah

 

Based on what you have said two things come to mind:

  1. If they paid at checkout then they have not actually cancelled booking. Guest can initiate cancellation in their booking.com account, you get a notification, and asked if you waive cancellation policy fee, if any. Once you choose, they get refund , partial or full.

 

or you open the reservation details page:

  1. Right pane click Request Cancellation
  2. Choose option 2
  3. System messages Guest to confirm cancellation.
  4. Once Guest clicks confirm, system updates status to cancelled and process of full refund will start.

 

NOTE: in some cases if too close to check-indate or after it , it may be blocked as an option, at which point the only options are:

1. Guest uses booking.com to trigger the cancellation process.

2. Partner calls BdC Support

 

 

COV19 restrictions are a guideline and not lawfully enforceable.

I say this only because this is of course last minute, you should still let them come. That is your perrogative.

 

 

 

 

You can phone BdC Partner Support, as per the visual guide below or the short version here:

 

 

1) In the extranet, go to the ‘Inbox’ tab.

2) Select ‘Booking.com messages’.

3) Click on ‘See Contact Options’. 

Topic : Account

Subtopic : Other, then click Seel All contact options, click call , phone number is revealed

 

 

 

 

Kind Regards,

Be Safe, Be Well

 

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1
Brian Strawson

Thank you everyone for your very helpful answers and advice - our guests have had a full refund because their cancellation was COVID related.

Happy Christmas 

Sarah