Auto-Cancel Unpaid Reservations

Brandon

• May 27, 2024 20:40

We need a way to automatically cancel unpaid Booking.com reservations. We need the software to mark the card invalid in BDC and if the renter does not respond to go ahead and request cancellation. The process now is very confusing.

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• Official comment

  

  Jade Zendron

  • September 13, 2024 20:17
  • Edited

  Hi Brandon, I'm Jade from the Product team at Hostaway. Thanks for the feedback.

   

  We currently allow reporting the guest's credit card as invalid, but the reservation is not automatically canceled if the guest updates the payment details in the requested time. We will continue to investigate the use case on our end to implement a solution for the problem, though there are no defined timelines for it yet.
• 

  Emily

  • February 11, 2025 18:57

  I am searching for the same thing -- we have a guest whose reservation was cancelled yesterday after numerous attempts to contact and get payment info and she rebooked today and, still, no payment info.  There needs to be something we can do to automatically cancel a reservation if no payment info is added after a specified amount of time.  

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  Mark Willburn

  • April 06, 2025 13:56

  I agree there is a need for this or a place on the Overview page where they located so they come to our attention more easily. So far we've just had to manually try to charge the guests card again and if they don't fix the issue we cancelled the reservation. 

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