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Answered

undo no-show in a reservation

How can I undo a no-show reservation, which I marked by mistake?


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Sophie Messens

I'm having the same problem and no support from booking to cancel the no-show I clicked by accident trying to find an answer. Booking only informed me the guest - who did check in and stayed - did not have to pay anything? And I should pay admin cost? 

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Fluff (new account)

I've had this a couple of times where I have marked a guest as a no show but they've turned  up a couple of days late.

When you mark a no show BDC cross check with the guest who will inform BDC that they have actually stayed. BDC will then either come back to you in order to reconfirm the booking or it will simply appear on your next invoice in the usual manner. Obviously you won't "contest" the entry and pay/be paid in the normal way.

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Sophie Messens

Thanks for you reply - this is exactly what I did. I informed BDC it was no no-show, the guest confirmed they checked in and actually stayed. BCD is not reconfirming the booking but instead states the guest doesn't have to pay as I seem to have waived away the fee (while I'm repeatingly asking to undo the no-show) and on top of that: someone else from BDC stated I have to pay the fee for that booking to BDC as it was not a no-show. Turning in circles...

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Fluff (new account)

Ohhhhh, you waived the fee. Well seeing as the guest has actually confirmed with BDC that they stayed it sounds like BDC has their wires crossed.

Was this a Booking Collect payment or a Hotel Collect?

Get someone on the phone and explain the situation, BDC cannot have it both ways! That someone then needs to send you a confirmation email that the guest IS due to pay and thence you can pay BDC. If you have an account manager talk to them as most the operators can only pass your request on to another department and that's where the Chinese whispers start.

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Sophie Messens

Apparently when I clicked this 'no-show', I waived the fee. None of that should be applied, that's why I asked BDC support - to undo... I was merely checking if there was an option to cancel 1 day out of one entire week - with guests that checked in - as they wanted to leave earlier. The result is total chaos of this one mistake... I'm trying to find the support phone number...

 

B.
Janita - Accou…

Hi Sophie, 

Please reach out to the Partner Services team via your extranet for assistance with your specific listing. You can reach them via the Inbox tab in the extranet > Booking.com Messages > See contact options.

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Sophie Messens

Hi Janita, 

I did contact support via mail with the listing reference and we are countless mails further turning in cycles.

In short: BDC received confirmation from the guest it was not a no-show, BDC initiatilly stated that I should pay the admin and further that I don't get paid for this stay (one week, +1000 EUR). Our cancellation conditions are very strict: no refund (after 24 hours after booking) - and no explanation how this guest could get a prompt refund.

So all involved know it is not correct, BDC refuses to undo on its digital platform (as it was written in a rock) as the refund to the guest would have been done. The guest claims she didn't get a refund. I have requested proof of the refund both from BDC and the guest. 

So not sure where the money is. Meanwhile I found information about toxic abuse from booking towards partners, claims in Russia and other countries, European court regulation. I guess BDC is not interested in turning a 'unhappy partner in a happy partner', nor in the income I'm generating on a constant basis for some time - as owner and traveller. If this is not solved, I'll inform our actual and future guests about leaving BDC referring to other platforms.