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How to refund a guest
There was an incident at my property today that involved the police. One of the guests decided to leave as he didnt feel safe . Since I totally understand his thoughts on this, I would like to refund him but have no idea how to set about it. Is it even possible to do it through Booking.com or do I need to refund him directly?
Hi Hanan,
I'm sorry to hear of the trouble and hope all is OK for all involved. The Partner support team will be able to help with this, since the guest has already arrived you will need to contact the team for assistance.
You will find contact details for the support team in the extranet where you can choose to send a message, or access the Partner Support phone number. Both options are available by clicking on the Inbox tab, then choosing 'Booking.com Messages'.
You can compose a message to the support team, or find the contact number by clicking 'other options' on the right hand side, and following the prompts.
Kind regards,
Jarratt
Thank you. I contacted them and it is all sorted now. Thankfully there was very little damage and no one came to any harm.
Hi Hanan,
Thanks for the message. It depends on how you collect payment. If we collect payment on your behalf we can do it for you. If you collect payment then you can refund the guest. You will have to call customer service to help you amend the booking so that there is a record of the refund.
Please reach out to the Partner Services team directly if you want someone to help you with your specific listing. You can compose a message or give them a call via your extranet under Inbox > Booking.com messages. From here you will either see a ‘Contact Us’ button or ‘See Contact Options’ then under contact us select the relevant topic > Other > then click ‘See all contact Options > Message or Call.
Kindly note that your extranet is the best place to seek help as your inquiry will go to a specific department depending on the topic you choose when you send a message.
Kind regards,
C.Chin
Thank you. All sorted now.