Booking.Com No-Show & Card Declines

No-Show

If the guest does not arrive by midnight on the anticipated check-in date, you should report this immediately to booking.com as a no show.  We advise you do so within 48 hours following the day of check-in

Just open the booking, click on 'Cancel', and select the 'No Show' option.   As with other travel agency no-shows, you can choose to apply or waive the cancellation fee, or collect any fees due by charging the guest's card, as shown on the screen below.

b.com release

When you confirm the No-Show cancellation, eviivo suite will:-

  • Charge the applicable cancellation fee to the guest's card, where applicable.
  • Notify Booking.com of the no-show

Booking.com should then confirm the cancellation and in so doing remove the booking from your diary automatically.

Good to know!  If for any reason you do not receive a response from booking.com, please do NOT contact eviivo, but call booking.com directly.  This is a matter between you and booking.com.  Neither eviivo nor you are able to cancel the booking if booking.com have not confirmed and cancelled the No-Show in their system.  Please refer to the terms & conditions of your agreement with booking.com for details on their policy.

Card Decline

If the guest card used to guarantee the reservation is invalid, you must report this to Booking.com as soon as possible and certainly within 48 hours from receiving the booking.

Open the booking, click 'Cancel' and select the 'Card Decline' option, using the screen below.

b.com release 2

When you click 'Send', eviivo suite will:-

  • Email the guest to request an alternative method of payment (you can add a custom message if you wish)
  • Notify Booking.com of the card decline at the same time.

Typically, the cancellation of a booking in your diary, following a card decline, can only be triggered by Booking.com or via the Booking.com extranet in accordance with their Card Decline procedures. 

There are two exceptions where YOU are able to make the cancellation yourself as follows (*):

  1. You have reported the card decline AND neither the guest nor booking.com have provided a valid alternative card within 36 hours of your request

Or…

  1. You have reported the card decline, but have not received a valid alternative card AND it is past 6pm on the day of check-in

In which case you will be able to cancel the booking yourself on the booking.com extranet, and this will trigger its automatic cancellation in the eviivo diary.

Good to know! 

  • If for any reason you do not receive a response from booking.com, please do NOT contact eviivo, but call booking.com directly. This is a matter between you and booking.com. Neither eviivo nor you may cancel the booking if booking.com have not confirmed and accepted the card decline.  Please refer to the terms & conditions of your agreement with booking.com for details on their policy.
  • For group bookings, eviivo only support reporting the entire group booking as a no show. If only part of the group did not arrive, please contact Booking.com directly, by phone or by using their extranet. However, eviivo suite will still send an automatic email alert to booking.com on your behalf.
  • When Booking.com cancel a booking in your diary subsequent to a Card Decline, eviivo suite waives any applicable cancellation fees or commission amount automatically on the basis that nothing could be charged with an invalid card.
  • Card declines for any travel agency booking can only be reported up to and including the day of check-in. After the date of check-in, you need to report any cancellation to the agency as a no show and have 48 hours after the date of check-in to do so, failing which most Travel Agencies will no longer accept to waive their commission.
  • According to booking.com’s current policy (*), if it is NOT 6pm on the day of check-in, or if the guest or booking.com have provided you with an alternative card within 36 hours, even if the card fails again, booking.com requires that you to make a minimum of 3 attempts at requesting an alternative card from the guest. If all 3 attempts fail, then your Booking.Com customer services agent is able to cancel the booking in their system (call booking.com as their extranet cannot be used for this).  As before, as soon as they do so, the booking will automatically be cancelled in your diary.

(*) This information is provided merely for illustrative purposes, as made available to eviivo at the time of going to press.  eviivo are not responsible for booking.com policies and procedures and eviivo cannot be held liable for the accuracy of their description at any point in time since these are likely to change from time to time.   Therefore, we strongly advise that you contact booking.com and/or review the terms of your specific agreement with them to verify the accuracy and relevance of the above information as it applies to you specifically.