Item stolen - what should i do?

An item from my property was stolen.

The guest that stole it doesnt answer the phone. The thing is that 7 days have passed since the guest checked out.

What should i do? How can i report him ? Does booking make refunds for such cases?

BrookAve 2 years ago

Detail page, report guest. 







You also can 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

Yvonne Leung 1 year ago

I just got raided by guests(21/01/2023). They lied about the number of guests coming, smoking, stealing over $1000, doing drugs, and leaving the house with a disgusting odor and untidiness. We are devastated by the loss of our properties and the limited time to clean the lingering cigarette smell and dirty carpets for the next guests. Now they are off, targeting other homes and I do not want any other hosts to experience this.

I have called booking.com using your method and they confirmed booking.com will not compensate for this loss and there is nothing I can do if they don't choose to pay. (The maximum damage deposit is only $400). They do not enforce any compensation from the guests nor do they verify guest IDs before they check-in. They leave all the tasks to property owners for guest monitoring whilst charging 15% + service fee. All of my messages sent to booking.com have not been replied to since. I am going to write to ASIC to make a complaint about booking.com so they can take attention. 

Other hosts have more severe losses than I do. Stolen TV, Bluetooth speaker, PlayStation, left property unclean and still able to leave negative reviews to the listing. I am so disappointed with booking.com. In the future, I am afraid to use high-quality supplies for booking.com clients. I hope they stop supporting those clients from growing in numbers and take better care of "partners". 

yasemin uslu 7 months ago

We have a camera footage of a booking.com guest stealing expensive shoes of another guest, yet booking.com answered us saying that they have no responsibility in this issue and suggested that we can set security deposit. Similar thing happened with an Airbnb guest and they reached him out immediately, and he paid for all the damage through the platform. That's how you feel protected, especially where we can't leave reviews for the guests no matter what they do, even if they give us 1 star with no comment. (on Airbnb we can) I hope someday they update their platforms to be more fair to the businesses.