No shows, lack of communication

We have a large percentage of local( in country) NO SHOWS. THEY BOOK, THEN FAIL TO ANSWER ANY QUESTIONS WE ASK. Can we then ask for a cancellation without booking.com penalizing us?



Hi Michael,


Yes, simply envoke Request cancelation on the reservation details page ,and choose option 1 of 2.

In some cases this feature may be unavailable, so you will need to phone partner support.

Reminder you cannot post actions requests or any action request on here.



Message or Call BdC PartnerSupport ***


  1. In the extranet, go to the ‘Inbox’ tab.
  2. Select ‘Booking.com messages’.
  3. Right Pane - Click on ‘See Contact Options’
  4. Choose Account
  5. Now choose Other
  6. Then at bottom , See all contact options, and click Message or Call
  7. As there is no one number for all partners, the number for your nearest BdC Partner Support is then revealed.


*** public main lines via Where you can reach us



how to contact partner support via private assigned number in inbox

Account Adviso…

Hi Michael Brown,


I would recommend setting up a pre-payment policy and charging guests prior to their arrival to help minimise no-shows. If you are unable to charge their card, you can mark their credit card as invalid and if they do not update the card details within 24 hours, you have the right to cancel their booking prior to their arrival. This can be done through the reservation page in the Extranet.


If the listing is eligible for Online Payments and you are able to process virtual credit cards, I would recommend setting this feature up as guests who choose to pay online will pay at time of booking and we find these guests are less likely to no-show as they have paid for the booking in full already. You can see if the property is eligible under the Finance tab > Online Payments.


Kind regards,

Shirley E.