Cancelling a reservation on Booking.com can seem daunting, but it doesn't have to be stressful or result in lost money if done correctly. Guests cancel all the time. This guide will walk you through the key steps for cancelling any booking through Booking.com, whether via the website, mobile app, or customer service.
We'll start by explaining Booking.com's cancellation policies, the different types of bookings, and important cancellation terms you need to know. You'll then learn the specific processes for cancelling on the website, mobile app, or by contacting customer service directly. Tips are also included for avoiding cancellation fees and maximising any refunds you may be entitled to.
Follow this advice to smoothly cancel your Booking.com reservation and avoid any nasty surprises.
Understanding Booking.com Cancellation Policy
Before cancelling a booking, it's crucial to understand Booking.com's policy surrounding cancellations and refunds. There are three main types of bookings to be aware of:
Types of Bookings
Free cancellations: Some flexible rate bookings allow free cancellation up to a certain time before your check-in date (usually 24-48 hours). You'll get a full refund.
Non-refundable bookings: As the name suggests, these rooms cannot be cancelled or refunded after booking. Changes or cancellations will incur a 100% charge.
Partially refundable bookings: Some prepaid/advance bookings may allow partial refunds when cancelling before a specified cut-off date. A percentage of your payment will be returned.
Important Terms
Cancellation window: The period before check-in when you can cancel free of charge or with a partial refund. This window can range from 6 months in advance to 24 hours before check-in depending on rate type.
No-show policy: If you simply don't show up without cancelling, you'll be charged for the full stay. Always cancel bookings you can't make, even if it's past the free cancellation window, to avoid no-show penalties.
Modification vs cancellation: Changing your visit dates is not the same as cancelling. Date modifications are subject to different terms, fees and availability. A separate modification policy applies.
Other key cancellation terms:
Cancellation charges are based on the property's cancellation policy, rate booked and dates. Policies can vary.
Cancellation fees are normally deducted from any refund due. Read refund breakdowns closely.
Cancellations cannot be reversed once confirmed on Booking.com.
Partial refunds are returned to the original payment method within 14 days.
Booking extras like airport taxis cannot be cancelled or refunded separately.
Ways to Cancel a Booking
Now we'll outline the exact steps to take when cancelling a booking via the website, mobile app, or customer service.
Via Website
Firstly, log in to your Booking.com account via the website and access your upcoming and previous bookings. Click on the specific reservation you wish to cancel.
Select the "cancel booking" option visible on the booking confirmation page. This will open a cancellation page detailing any refund amounts and terms. Carefully review then confirm your cancellation if you wish to go ahead.
An email confirmation will be sent once processed. Your refund will be returned to the original payment method within 7-14 days.
Via Mobile App
Open up the Booking.com app on your device and tap on the "Bookings" tab. Select the upcoming reservation you wish to cancel by tapping on it.
Tap on the "Cancel booking" button which will be visible in red. This opens the cancellation policy page where you can review refund details. Proceed by tapping "Yes" to confirm cancellation.
You'll receive an email confirmation of the cancellation once completed through the app.
Contacting Customer Service
Sometimes it may be preferable to cancel over the phone via Booking.com's customer service team, for example:
You require clarification on the cancellation policy or charges
You have an extenuating circumstance requiring special exception
The booking has a complicated partial refund policy
Have your booking number, check-in/out dates and other key details on hand. Contact phone numbers and hours of operation can be found on the Booking.com website. Discuss your situation with the customer service agent and request to cancel if viable.
Potential Fees and Refunds
The refund you receive depends on the type of booking and when you cancel:
Free Cancellations
As the name suggests, cancelling within the free cancellation window results in zero charges or loss of money. Your refund will be the full amount paid, returned within 14 days.
Non-Refundable Bookings
No refund is given when cancelling a non-refundable booking. The 100% cancellation charge applies immediately after booking. Exceptions are very rare.
Partially Refundable Bookings
You'll get back a percentage of your payment as outlined in the policy. For example, you may get 50% back if you cancel 30+ days before check-in, but no refund within 7 days. Read the cancellation terms closely.
Tips to Avoid Cancellation Issues
Follow these tips to make cancelling bookings on Booking.com smoother:
Checking the Cancellation Policy Before Booking
Always check the cancellation policy before confirming any booking on Booking.com. This should be clearly visible on the booking page or rate details. Look for:
Free cancellation deadline - This is usually 1-3 days before check-in but can be longer for some rates.
Partial cancellation terms - Some rates may allow 50% refunds if you cancel by X date.
Total non-refundable dates - The date after which no refunds apply upon cancellation.
Modification and no-show terms - Date changes or no-shows often incur fees even within "free" cancellation periods.
Take screenshots of the booking.com cancellation policy and any unclear or contradictory terms and save these prior to booking. Never assume the policy - read it in full before paying.
Cancelling Within the Allowed Time
Act promptly as soon as you need to cancel a Booking.com reservation. Don't delay. Count carefully the number of days you have left to cancel with a full refund or minimal charges.
Set calendar reminders on your phone to alert you before booking.com cancellation deadlines. For partial refunds, cancel as soon as possible to maximise the refundable amount.
Leaving cancellation of a reservation to the last minute risks missing cut-off times and losing refund eligibility. Prioritise cancelling within the free or low-fee window booking process.
Keeping Documentation
Carefully read and save any documents related to your booking process, such as a booking confirmation email, for reference later if needed:
Booking confirmation emails and attachments
Screenshots of cancellation policies, cancellation fees, refund breakdowns
Any communications with the property or Booking.com
Records of booking.com cancellation confirmations and refund details
This documentation protects you if any booking.com cancellation disputes arise. Keep copies in multiple places as backup. Never cancel without receiving confirmation emails from Booking.com.
How to Handle Booking.com Cancellation Disputes with Booking.com
Here are some tips for handling booking.com cancellation disputes with Booking.com:
Remain calm and professional. Being aggressive or abusive gets you nowhere. Politely insist on a resolution.
Have all documentation ready. This includes your booking confirmation, screenshots of the cancellation policy when you booked, your cancellation confirmation emails, and any other communications. These are your proof if Booking.com claims you cancelled incorrectly.
Quote the cancellation policy verbatim. If Booking.com tries to dispute their own stated policy when you booked, point out the exact wording to support your case.
Cite customer service contacts. Note dates, times and names of any Booking.com reps you previously contacted regarding the cancellation if relevant.
Ask for a supervisor. If the frontline customer service agent is not resolving the issue, request to speak to a supervisor or manager to escalate the dispute.
Remain calm and cooperative with supervisors. Do not get angry or upset. Stay focused on the facts and policy.
Request written confirmation. Ask Booking.com to provide an official written statement on the resolution of the dispute detailing any refunds owed.
Contact your credit card company. For major disputes over lost refunds, contact your credit card provider to potentially reverse charges if Booking.com refuses to cooperate.
Utilise travel advocacy services. As a last resort for cancellation disputes, contact a travel consumer advocacy service for assistance in negotiating a resolution.
How to Escalate a Booking.com Cancellation Dispute to a Supervisor
Here are some tips for effectively escalating an issue with a booking.com cancellation to a supervisor when disputing a cancellation with Booking.com:
Remain calm and friendly. Politely say you need to speak with a supervisor to resolve this issue.
Clearly state the reason. Explain specifically why you need to involve a supervisor, i.e. "The cancellation policy I agreed to has not been honoured" or "I have not been refunded according to the confirmed cancellation email."
Ask for the supervisor's name and direct contact details. Request they follow up the issue directly rather than going back through normal agents.
Re-explain the situation calmly.
Request next steps in writing.
Express appreciation for their assistance.
Follow up if the issue persists.
Staying composed yet firm, backed by thorough documentation, is key to successfully resolving cancellation disputes with Booking.com or any provider.
Conclusion
Booking cancellations don't need to be complicated or costly if done right. Understanding Booking.com's different cancellation policies is key, along with acting quickly before cut-off dates. Follow the step-by-step instructions provided to successfully cancel your reservation via the website, app or customer service. Pay close attention to any fees outlined to avoid disappointment.
FAQs
Is booking.com good for short-term travel bookings?
Yes, booking.com is ideal for short-term travel accommodations with its massive inventory, competitive rates, and easy cancellation policies.
Is Airbnb better than booking.com?
Can I list my property on booking.com?