fully refunding a guest who has paid but cancelled due to travel restrictions

hi guest has cancelled a booking due to travel restrictions, 7 days in advance, however my cancellation policy is incorrect and says no refunds within 14 days... i have now coreccted this, but the guest needs her money back... how do i do this?


I've spent 2 hours looking for ontact detila to speak to someone... but its inpossible to get anyone from booking.com to help



Isle of Wight …

ask the guest to log in to their booking.com account to request cancellation due to travel restrictions.

it's always best to get the guest to do this. if you try to do it, booking.com try to find alternative accommodation for the guest and threaten to charge you extras.