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1
Answered

How to cancel the existing bookings if you have been forced (due to Covid-19) to rent the apartment on long term basis

Due to the prolonged Covid-19 situation, I was forced to rent my apartment on a long-term basis. However, there is one booking made last summer that I should cancel. I have been in contact with the guest but the guest has not responded anything and has not cancelled from her side. I tried to cancel the booking from my side but the system does not recognize that kind of reason that I have (change to the long-term renting due to the Covid-19). The system knows as reasons: "The guest will cancel" and "The guest has not paid"

What is the way to cancel the guest booking without any penalties? 

Secondly. It seems difficult (impossible?) to find any direct booking.com support by messaging. Is it available or should all issues with guests and booking.com in this forum?


3
Bakeyrabina

Me also i have same problem, i need to cancel the booking but i can't. Further the guest is not responding. I hope someone know better and will guide us

B.
Account Adviso…

Hello, 

It's a good question and please go to your Extranet. Click Inbox, followed by Booking.com Messages. You'll find ways to get in contact. 

Depending on where you are based, you may find this link useful too.

Cheers. 

1
Helena Lindberg

Hello. Unfortunately, I had no messages from Booking.com and the contacts seem to be for the guests (?), not for the hosts? I did not find anywhere such contact information where I could leave a written question to booking.com  (and where it expected to get back a written reply).

The written communications should be possible. It helps to reach a common understanding between the host and booking.com, especially, when the host doesn't have English as the first language. Written communications also help in tracking things later on (the contents of voice calls are difficult to remember afterward. Sometimes there is a need to check things weeks or even months after the contact) 

B.
Account Adviso…

Hello,

Yes, I certainly agree to have written communication too.

In your Extranet, under Inbox, you don't see "Booking.com Messages"?

That's where the communication is between yourself (Partner/ Host) and Booking.com

Cheers.

1
Pcrowley

Some guests are not capable of use the messaging system. Have you tried phoning them?