When a guest makes a booking, their reservation is confirmed immediately. Depending on your policies, a guest may be able to cancel their reservation.
If a guest contacts you in order to cancel their booking, please advise them to do this via their confirmation email or Booking.com account. You cannot cancel a reservation on their behalf.
The only cases where you can cancel a reservation are as follows:
If the guest hasn’t shown up, mark the reservation as a ‘no-show’ in the ‘Reservations’ tab, either in the extranet or on the Pulse app.
Invalid credit card:
For information on what to do when the guest has an invalid credit card, please read this article.
For help on what to do when you have an overbooking, please contact the Customer Service team.