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guest cannot cancel

hi there

 

hope somebody can help. A guest requested a cancellation 4 weeks ago. I requested the cancellation on behalf of the guest. The guest has been contacting me as apparently he put the wrong email address when he registered and he is saying he has not received the cancellation. He has tried to contact booking.com direct but he says nobody is responding to him. He is now threatening me with the police, and legal action if i dont cancel the booking. There is nothing more i can do but he keeps sending me abusive messages. The booking is still live on my system

3 Replies
25 Views

10
BrookAve

 

Hi 

 

First ignore the threats and tell them to behave and remind them they would not talk to their parents that way and its not ok to talk to you that way either.

 

Now remind them until Booking.com process the refund they have no choice but to wait.

And that you have already submitted a request for the reservation to be cancelled.

 

Now open the message or phone Extranet method to BdC support team,

and state the reservation number and request the cancel and refund ,

and mention the email on the guest account is incorrect so they cannot approve it .

BdC will then use the phone number registered to call the guest to confirm and then proceed.

 

 


Kind Regards

 

PS : please take the time to complete your profile and add the property listing link

How & Why Add your Listing to your Partner Community Profile

 

 

Contact BdC- Location of Partner Only Phone number and Message methods

+1
18 days ago
2
Ilkay Akgun

hi many thanks, but I cannot see an option to send a message to the support team via the extranet am i missing something? 

17 days ago