Handling cancelations and guests cancelation requests (2024)

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If a guest requests the cancelation of a booking, you can inform us either via the extranet or the Pulse app. By doing so, you avoid paying commission for the canceled booking. Read more about conditions of initiating a cancelation request and troubleshooting cancelations below.

In this article:

Conditions of canceling a reservation

Depending on your policies, a guest may be able to cancel their booking using a link in their confirmation email or via their Booking.com guest account. In some cases, you’re able to initiate a cancelation request if a guest asks you to do so, or, for example, if there are issues with guest payments. See below more scenarios:

• No-show: If the guest hasn’t shown up, mark the reservation as a ‘no-show’ 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.
• No deposit/prepayment received: If you have not received these as expected, you can find out more about the actions you need to take in this article.
• Overbooking: For help on what to do when you have an overbooking, please contact the Customer Service team. If you want to learn how you can avoid overbooking, please read this article.

Read more below to find out how to cancel a booking upon guests’ request.

Canceling a reservation via the extranet

If you are contacted by a guest to cancel a reservation, follow these steps to inform us of a cancelation via the extranet:

1. Log in to the extranet
2. Click on Reservations
3. Select the reservation you wish to cancel
4. Click on Request to cancel reservation
5. Select a reason for the cancelation
6. Click Send

Your guest will receive an email with the cancelation request. The reservation will remain active until they have accepted the request. Once your guest has accepted the request, you and the guest will receive a cancelation email.

Canceling a reservation using the Pulse app

Follow these steps to inform us of a cancelation using Pulse:

1. Log in to the Pulse app on your phone
2. Click Bookings
3. Select the reservation you wish to cancel
4. Click Request to cancel reservation
5. Select a reason for the cancelation
6. Click Send request

You and your guest will receive an email informing you that the reservation will be canceled. The reservation remains valid until the guest has confirmed the cancelation.

You can also suggest a date modification to your guests, in order to allow them to keep their booking and for you to keep your reservation. For more information on this feature, you can follow this link.

What are the consequences of canceling a booking for your guest?

We charge commission for reservations made on our platform, including commission on fees charged on cancelation and /or no-show fees you’ve set for your reservations. We do not charge commission if you choose to waive any cancelation or no-show fees owed by the guest.

When you use the “Request to cancel a reservation” feature, the reservation will be canceled free of charge. In case cancelation fee applies, guests have to contact the Booking.com customer service or manage their reservation directly via the booking confirmation of their account.

In case of cancelations, if you want to ensure your availability is updated in a timely manner, you can use the auto-replenishment feature which ensures that when a reservation is canceled, you can automatically make the canceled room or unit available to be booked again by other potential guests.

Troubleshooting cancelations FAQs​​​​​​​