I run a boutique hotel and have a strict 7 day cancellation policy in place.
Somehow Booking.com allowed a guest to book with free cancellation at any time. I didn’t catch it until the guest canceled just 30 minutes before check in.
I’ve reached out to Booking and the responses so far feel like gaslighting. They keep saying it was “in accordance with the policy in effect,” which is simply not true based on what I had set.
Is anyone else seeing Booking.com override or quietly change cancellation policies like this? I really don’t want to spend an hour on the phone just to talk to someone who doesn’t understand the issue, but this is a big problem if it’s happening system wide.
Would love to hear if this has happened to others and how you handled it.
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