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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
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.
Thanks, but they just cancelled their booking and are now looking to get a refund.
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Hi Sarah
Based on what you have said two things come to mind:
or you open the reservation details page:
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
Dedicated Partner Contact Options - Visual Guide
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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