Booking.com reservations must be managed directly within the Booking.com platform due to its operational policies. Here’s a comprehensive guide to canceling a reservation and handling associated issues effectively.
Overview of Booking.com Cancellation Policies
Hostaway does not have the capability to directly cancel reservations made through Booking.com. All cancellations, regardless of the reason, must occur within the Booking.com platform. This ensures proper processing and prevents syncing issues between Booking.com and Hostaway systems.
Steps to Cancel a Booking.com Reservation
Follow these steps to cancel a reservation via Booking.com:
- Log in to the Booking.com Extranet: Use your credentials to access the Booking.com Extranet for your property.
- Locate the Reservation: Search for the booking you need to cancel.
- Initiate the Cancellation: Click on the options for the selected reservation and choose "Cancel." Follow any prompts or guidelines provided.
Once the cancellation is processed in Booking.com, the update will automatically sync with Hostaway, and the reservation will be removed from your Hostaway calendar.
Handling Specific Scenarios
Invalid Credit Card Details
If a guest’s payment method is flagged as invalid:
- Notification and Follow-Up: Booking.com will notify the guest and allow them a limited time (usually 24 hours) to update their payment information. If no valid details are provided within this period, Booking.com will automatically cancel the booking.
- Synchronization with Hostaway: The cancellation will sync automatically with Hostaway, updating your calendar accordingly.
Troubleshooting Reservation Sync Issues
Occasionally, cancellations or updates may not reflect in your Hostaway account:
- Verify the Cancellation on Booking.com: Ensure that the reservation has been successfully canceled in the Booking.com Extranet.
- Check Your Hostaway Dashboard: Confirm that the cancellation has been synced and reflected in your calendar.
- Manual Removal: If the booking still appears, provide Hostaway support with the reservation details (e.g., Hostaway ID, guest name, and check-in date) for manual deletion. Ensure you first verify the cancellation in Booking.com to prevent re-syncing issues.
Key Considerations
- Booking.com handles cancellations and related notifications to guests directly from its platform. Hostaway functions as a management tool but does not override Booking.com's policies.
- Always start by resolving issues inside the Booking.com Extranet to ensure accurate syncing and update reflection.