I have a reservation from a Guest to stay one week at end of February, BUT, she didn't answered any of my messages, so, I'm worried because the payment is in cash and I don't know anything about her and if the booking is real or not.
The booking is sold in my calendar, but I have sent 5 messages since 2 weeks ago to the guest and I have no answers yet.

Thanks a lot for your help! :)

BrookAve 2 years ago


Since its been more than 2 weeks and you have already sent them message, go ahead and click 

  • Request Cancellation
    • choose option 1 NOT 2.
    • now phone , yes hone partner support to expedite the cancellation.
  • a guest giving fake contact info, etc does actualy happen so this guest is potentially blocking future guests and being selfish.
  • on rare cases it could just be due to a significant family event, e.g. death in the family, or sick, accident etc.
  • but once you contact PS team let them try contact guest, and if they actually get through, make it clear what your decision is so no further time spent on it.



You should make a point of adding a paragraph into the New Reservation template:

"Should a guest fail to provide real address and or contact phone number or no prepaid deposit/rate in partial or full.... their reservation will be voided with in x hours or x days.

Includes but not limited to, failure to respond in a timely manner to messages from the host partner, where crucial info must and or needs to be shared. Zero tolerance policy ."




  • contact partner support





Where you can reach us


how to contact partner support via private assigned number in inbox