The guest hasn't paid the deposit/pre-payment. Can I cancel the booking?

If you accept card payments:

If the guest’s card can’t be charged, you can let us know by following these steps:

1. Click on the ‘Reservations’ tab in the extranet and select the booking.

2. Click on the reservation number and select ‘Mark credit card as invalid’ on the right-hand side of the page (under ‘Update this reservation’) and enter the last four digits of the customer’s credit card.

3. The guest will automatically receive an email requesting new card details within 24 hours.

4. If you don’t receive new credit card details within this time, you can cancel the booking on the ‘Reservations details’ page.

 

If you don’t accept card payments:

The guest will pay by bank transfer, so you’ll need to send these details to the guest.

If you haven’t received payment from the guest, please get in touch with our Customer Service Team, by calling the dedicated phone number* found in your extranet ‘Inbox’ and pressing ‘1’.

*These phone lines are available to current partners of Booking.com only, which is why we share them privately. Make sure you write these numbers down or save them to your own phone.

Back to Home Back to Partner Forum