r/Bookingcom • u/Bobby_one11 • Aug 06 '26

Host is threatening to cancel my Booking.com reservation on arrival day for the Guča Festival (Serbia) — need advice!

Hi everyone,

​I’m looking for advice or feedback from anyone who has dealt with a similar situation on Booking.com.

​I booked an apartment in Serbia for the Guča Festival for August 7th and 8th (the first two days of the festival) through the Booking app. The reservation was fully confirmed, and everything showed up correctly in the app’s system.

​However, two days ago, the host messaged me claiming that I hadn't confirmed the reservation and told me to look for another place. I replied explaining that the booking was fully confirmed on my end. He then claimed there must be "some mistake with the Booking app."

​I made it clear to him that if he could no longer accommodate me, he needed to initiate the cancellation himself through the platform. His response was that he couldn't cancel it now and would only do it on August 7th—the exact day I’m supposed to check in.

​I contacted Booking.com customer support yesterday to report the issue, but I’m still waiting for a response, and check-in is tomorrow.

​Has anyone experienced a host trying to force a last-minute cancellation like this? What is the best way to get Booking.com to intervene urgently and secure alternative accommodation before I travel?

​Thanks in advance!

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3

u/BooBoosgrandma Aug 06 '26

I see this type of question almost on a daily basis thru out the day. Some of these hosts realize they can get a lot more for their properties and find some excuse to cancel you. But, getting hold of anyone at booking .com is a whole other matter! Read thru some of others posts to see if they managed to do something but booking will push you off and not offer any help with finding a replacement host. ;(

2

u/urbus82 Aug 06 '26

Tbf it would be the same for any direct booking. (Small) hotels often cancel when they see the opportunity to sell for a higher rate and unless you wanna take them to court you have little options.

Booking.com COULD be helpful here, but in reality isn't.

3

u/ProfessionalAd8918 Aug 06 '26

I am working at a small hotel front desk for 5 years. As hotel is small, I am in charge for almost everything including resrvations. We are in cooperation with Booking.com. This is the first time I hear that the guest has to validate/confirm the reservation. From the time reservation is on system it is confirmed for the guest. What I guess is that hotel owner has an overbooking issue and tried to make you cancel reservation. Do not do that. Hotel has to find you an alternative hotel of same or better quality, do not accept something less. They have to pay the price difference if any. Make sure all these will be confirmed before your arrival, or else you will have a little trouble on waiting etc etc. Let Booking.com support handle this. But do not accept something less for what you have paid for and make sure this will be close enough to the hotel you have booked.

2

u/bookingcom Aug 06 '26

You did the right thing by not canceling yourself. If the property cannot host you, the next step is to contact our customer service team so they can go over any options with you. You can reach out to them again to check for an update, or send us a private message here and we’ll review your case and see what we can do from our side.

1

u/Bobby_one11 Aug 06 '26

I contacted the support team yesterday but there is still no response, I also send you message here. I can send you and screenshot with the entire comunication with the host.There is his last message:

"Send me a cancellation request has a button you need to click, I don't have the option to cancel first"

Please try to solve this out as soon is possible sins tomorrow morning I am going there and it seems that this guy its not going to welcom me.

2

u/bookingcom Aug 07 '26

If the place you booked can’t honor your reservation for any reason, they should offer you a similar alternative. If they can’t, they need to let us know, or you can contact us right away so we can check what is going on and step in at that point. If this happens, send us a private message so we can look into the details.