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Guest Cancelled Reservation and has not received refund - I cannot contact bookings.com

Hi 

I had a guest make and cancel a booking at the begining of October within a 30 minute window due to COVID lockdown restrictions.  The booking was cancelled without any fees and I had a phone conversation with the guest.  All good.  Subsequently however I received a "noreply" email from bookings.com - very confusing saying the guest had paid for the booking and something about updating the Extranet.  At my end all is fine.  I have evidence of the cancelled booking as does the guest - my availability up to date etc.  I have exhausted all avenues to try and actually speak with someone - A REAL PERSON - at bookings.com, without success.  An Australian number I stumbled upon was not connected and I have been unable to find any email address through which I can communicate.

Today, the guest rang me again to say he had not received a refund.  My hands are tied, I feel embarrassed I cannot help him and frustrated I cannot get any assistance from bookings.  Does anyone have any information on how we can contact real people to resolve this issue please?

Jeanette

 


11
BrookAve

 

 

contact partner support via 3 methods below



Never post action requests here, no one in BdC Partner Support team nor Finance Team have visibility here.


 

Simply report to BdC Partner Support , see below 3 methods. They will never see any post on the Partner Hub.

 

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.

 

Method 3:  *** public main lines via Where you can reach us

 

 


how to contact partner support via private assigned number in inbox