Non refundable booking
I had a guest make a non refundable booking (obviously at a discounted rate)
the guest then contacted and said they couldn’t make that time and could they have a refund .
I agreed in good faith to give them back about half of their rate once they cancelled the booking (to allow the the calendar to reopen )
I contacted her x3 times to say please cancel your booking .
finally I advised that if she didn’t cancel 1 month before booking (COB 9th June) No refund would be applicable .
She responded on the 10 th and said she would sort on the 11th
Today (the 13th) she has modified the booking and has had the booking rate (non RF ,mobile rate ,and genius discounts all applied)
I am really unhappy with the rate she has managed .
How is it that a non refundable booking can have a date change applied … how is it non refundable.
We have lost complete booking payments when we have not been able to follow up booking ourselves and not been able to “modify “ booking !
additionally I am extremely frustrated that I can’t find a direct contact number for booking .com help centre
I would really appreciate some assistance