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Guest is scaring me!

Hi all,

I am having a guest who booked my apartment at a non-refundable rate. A day after the booking was made the guest messaged me asking to cancel the booking and return the money. Trying to be nice I offered to return 50% of the payment (even though T&C state that in case of cancellation the money won't be returned at all). They came back saying that they are shocked by lack of service from my side and expressed their total dissatisfaction. In return I asked them to explain the reasons of the cancellation so that it is more clear to me why I have to cancel their booking free of charge. I did not mind cancelling for free but I really wanted to know their reasons. After a day of silence they replied saying that they are very unhappy but it is fine to leave all as it is. They promised to give bad feedback about their experience and "warn" the other potential bookers so that they won't stay at the apartment. 

 

What will you do if you were me...? Is BDC providing any sort of support to partners in this kind of situations, you know? 

1 Replies
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BrookAve

 

Hi Julia Stepanova-Rybicka

 

I learned a similar lesson, do not be nice about it, do no offer any cancelation waiver ever.

People lie and take to take advantage of our good natures. Simply do not entertain it.

 

At end of day its clearly marked Non-Refundable, could they have picked a flexible Rate at a higher price?

 

Typcially thats what we can offer: One NR rate and One Flexible Rate (50% penalty)

 

The NR Rate plan should be cheaper than the Flexible Rate plan, otherwise it is pointless doing so.

 

On the  bad rating, it is what it is, you just have to develop thick skin and use the reply to comment feature; but do not engage with them. Simply state the actual events, truth so someone else reading it can see what really happened.

the reservation details pagfe allows you to report guest, and options to black list them in future.

 

Then simply forget and move on.

 


 


Kind Regards

 

 

Consider linking your Property link into your partner profile as it helps other partners assist you, especially when starting out .

 

How To Guide :

https://partner.booking.com/en-gb/community/tips-tricks-more/how-why-ad…

 


How To Contact Booking.com:

 

If  urgent,  call the dedicated phone number* found in your extranet Inboxtab. Under Booking.com Messages, Click on Contact us to reveal the phone number.  

For more general info you can contact one of our main lines for help.

 

Got a specific financial question?

Call the dedicated  phone number* found in the ‘Financial Overview’ section of the ‘Finance’ tab in your extranet.

Please note that our finance team is available during business hours, Monday to Friday only.

8 months ago