Cancellations and refunds

Do we need written approval from the property to be able to cancel a reservation with fees?

• Yes, but we still can do it without approval.

• We never contact the partner when we are requesting a cancellation FOC

• For legal reasons, we always need written approval to cancel a reservation FOC

• I do not know it, I cannot answer it.

The guest wants to cancel the reservation due to COVID. I ____ tell this to the partner.

What are the reasons P can cancel a reservation (Pick all that apply)

• Deposit wasn't paid.

• AMEX or other CC not accepted

• Overbooking

• Modification

• Guest Requested P.

For cancellation by "deposit wasn't paid", Can we cancel the reservation if the property has not sent the details?

• Yes

• No

In a cancellation process. Can I make a phone call to the property or the guest even though the TED form does not suggest it?

• No, I cannot take any manual action before using the TED form.

• Yes, as per channel selection, I have to call.

• No, for cancellations I always have to call.

• Yes, I just open the ticket.

What is the estimated time that the guest has to wait to receive a refund from Booking.com?

• 5 - 7 Business days

• 48 -72 Hours

• 7 - 15 Business days

• 24 - 48 Hours

What are the details that the POC must have to be valid?

• •The bank logo •Guest name •Merchant name

  •Currency

• •We never need POC, we always believe in the guest

• • Guest ID

  • Credit Card Pictures

  • A letter signed by guest

  • Transaction date

• • I call the P and then I request the POC to the partner due to he made the charge.

• • Merchant Name

  • Transaction date

  • Amount

  • Currency

Select the correct timeframe for the partner makes the refund.

• 7 - 15 Bussines days

• 14 - 25 Bussines days

• 15 - 30 Bussines days

• 48 Hours

After 15 Bussines days in a "Request Refund of cancellation fee or prepayment", Can we start the incorrect charge procedure?

• Yes, because this procedure can guide us to probably make the refund for the guest

• No, The partner is the only one that has to make this refund.

When the guest comes back to request a refund for the Best Price Guarantee (A better option on another web page), which guideline can I follow?

• Refund We price match

• Incorrect charge

• Refund after cancellation

• Relocation