How to Cancel a Reservation Made Through Booking.com

If you need to cancel a reservation that was made through Booking.com, it's important to understand the steps required and the roles of the platforms involved. This guide will help you navigate the process.

Cancellation Overview

• Reservations made on Booking.com must be canceled directly on the Booking.com platform. Hosthub does not have the capability to process or cancel bookings made through Booking.com, nor does it record who initiated a cancellation.

• Both hosts and guests manage their reservations within their Booking.com accounts.

Steps to Cancel a Booking on Booking.com

• Log in to your Booking.com account with your credentials.

• Locate the reservation you wish to cancel by accessing the reservations or bookings section.

• Follow the cancellation instructions provided by Booking.com. These may vary based on the policies set for that specific booking.

• Confirm your cancellation. Ensure you receive or check for an email notification that the cancellation has been processed.

Hosthub does not have access to the ability to cancel or modify bookings made through Booking.com. For any changes or cancellations, all actions must be completed within the Booking.com platform. This provides transparency and secure transaction handling for both the host and the guest.

Who Can Cancel and How

On Booking.com, a host cannot cancel a reservation unilaterally by simply declaring that the guest requested it. There are two paths:

Option A: The guest cancels from their side

1. The guest goes to the Bookings section of their Booking.com account, or uses the link in their confirmation email.
2. They open the booking and choose Cancel booking. They will see any charges that apply under the rate's policy.
3. If the rate is non-refundable, the guest can still request a free cancellation. It is up to the host whether to accept it.

If a guest cancels, Booking.com alerts the host straight away, and the host can review the status of bookings and cancellations in the Extranet.

Option B: The host sends a cancellation request (guest asked the host to cancel)

1. The host logs into the Extranet or Pulse, goes to the Reservations tab and opens the booking.
2. They click Request to cancel reservation, choose the reason and send it.
3. The guest receives an email with the cancellation request. The reservation stays active until the guest accepts it. Once accepted, both host and guest receive a cancellation email.
4. Benefit: by reporting the cancellation through the Extranet or Pulse, the host avoids paying commission on the cancelled booking.

Key time limits

• Cancellation requests can be submitted up to 48 hours before check-in via the Extranet or Pulse.
• Within 48 hours of check-in, the host cannot handle it directly and should advise the guest to contact Booking.com's Customer Service.
• If the rate is refundable, guests can cancel on their end. If it is non-refundable, the guest must submit a request to the host. For any issues, contact Booking.com Support.

Booking.com Customer Service

Booking.com support is available 24/7. Greek partners can call 2111988274 for guidance on cancellations, damage claims, and other reservation matters.

Updated on: 05/10/2026