Disputing commission on waived fees

In this article, we’ll provide an explanation of the process for disputing commission when reservation fees are waived. 

What’s in this article:

Commission and waived fees

If a guest cancels a reservation which has cancellation fees, the commission will be charged on the cancellation fee. 

In case that you decide to waive the fee, there’s no commission to be paid. As the reservation is already cancelled with the fees, the partner needs to notify us that they will not charge this amount. 

Steps for waiving with different payment methods

Depending on the payment method, the following steps can be taken to waive the commission. 

Payments managed by your property

In order to waive fees, you need to mark the associated credit card as invalid in the extranet, please do the following steps:

1. Click Reservations, then choose the guest’s name or reservation number.
2. Select Mark credit card as invalid.

Follow these steps to mark a credit card invalid on the Pulse app:

1. Log in to the Pulse app on your mobile device.
2. Tap Bookings, then click on the guest’s name.
3. Scroll down to Payment – Credit card.
4. Tap Mark credit card as invalid.

More information on invalid credit cards can be found here.  

Payments by Booking.com or virtual credit card

If the payment was made with a virtual credit card (VCC) or Payments by Booking.com, you’ll need to wait for the reservation invoice to be issued. You can then send us a message in the extranet to dispute the invoice. Here’s how:

1. Log in to the extranet
2.  Go to Inbox and select Booking.com Messages 
3.  Unfold the drop down on Contact us and select Compose new message or click on See contact options
4. Select the topic Invoices & commission and subtopic Dispute invoices 
5. Write the reservation number that you’re disputing in the text field
6. Attach proof of the refund/chargeback from your bank either as a PDF or a screenshot
7. Click Send message