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waiving fees

Hi there, due to Covid, and the tier system here in the UK, which means we frequently don't know whether we can be open or not until a booking is nearly upon us, we've had some trouble with booking fees. I want to give full refunds but sometimes the customer doesn't request at their end by the proper system (I've never seen their end so I don't know what they see). I have now changed our policy but would retrospectively like to waive fees for a couple of people who had to cancel at very short notice. I can't seem to see how to do this, in fact the advice I read didn't work at all. It is incredibly frustrating that they don't see to even have a phone number you can call as a host. We also use Airbnb and I'm not a massive fan of theirs either, but did get them on the phone in a short time the other day, and they were instantly helpful, whereas I've had nothing but profound frustration with Incredible amounts of time wasted. Sorry for the rant but time is literally life and I think it should be illegal to make a system so convoluted that it makes people waste this much time just to give people their money back.

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BrookAve 1 year ago


Welcome to the Partner Only  Forum, addressing only us not BdC support team.

Posting an action request  will not result in any action at all, here.


Hi  <office>   


Please rename to property short name or first name, avoid using generic words.

Also profile is missing View My Listing URL , see guide below.


I completely understand the frustration. The recent changes to the Inbox were not needed and removed Call from many topics.


So here is what I would do:


  1. Check-in Dates Already past and want to refund.
    1. There are two ways, use the dispute tick box in Finance> Reservation Statements.  
    2. Or message all the reference numbers and ask for them to be marked as cancelled and full refund  
  2. Check-in in future dates to cancel and refund.
    1. ​​​​​​​Ideally here you want to direct the Guest to logon and initiate the cancellation themselves.
    2. Otherwise you can start it in the reservation details page and choose option 2.
    3. I usually reccomend you message them of the intent and how they will receive a notification after your message to then click on a link to confirm in order for any prepaid  funds to be fully refunded.
    4. Then you kick off the request cancellation in #2.


NOTE : if you or the guest engage BdC support or CS and the guest does not want to cancel, they get relocated and you get an invoice.


Call BdC PartnerSupport

  1. In the extranet, go to the ‘Inbox’ tab.
  2. Select ‘ 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 Call
  7. As there is no one number for all partners, the number for your nearest BdC Partner Support is then revealed.






Kind Regards,

Be Safe, Be Well


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