Cancel a suspicious fake reservation

Hello, some time ago we had this experience with guests from Turkey that book several rooms for extended period of time and all ends up with no-shows. Last time I spoke to the support center and they helped me to cancel the fake reservation. Currently we have another similar one and I would like to cancel it too. What we tried is to contact the guest and then informed him that if he does not answer we will have to cancel the booking. I also have sent request to him for canceling but he does not read the messages nor respond. Please help me with the canceling because we need these dates as the season is active. 

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Toniya - Commu… 9 months ago

Hello @Бабината къща - Сребърна,

I am sorry to hear about your bad experience with fake reservations!


My advice is to report this to our Customer Service team so they can look into the guests' history in our system and help you cancel the booking.

To secure your future bookings I also advise you to update your policies and start asking the guests for a prepayment deposit before the check in date. You can do that by following the steps in this article.

I hope this is helpful!


Best regards,