Due to the current situation related to the coronavirus, we understand you may need to change your travel plans. To get the latest info, contact the property you booked to check if they can accommodate you. You can also visit our Help Center for support with making changes to your booking.

Due to the current circumstances, it may take us longer than usual to respond to any questions you send us. Thanks for your patience.

Spain community


8 days ago

I had to cancel my booking to a Madrid property due to the corona virus. There are no flights to the USA, Spain is in lockdown and the virus is spreading fast in Europe. I have been charged a cancellation fee for the total cost of the booking. I feel this is unfair. . My booking is for May 2010. There should be a form of reimbursement or credit in light of the pandemic. https://Booking.com doesn’t provide any direct phone or contact and refer you to the property. The property doesn’t respond. What can we do to get our money back? The cancellation fee is unfair when the country is in a lockdown.

1 comment

To cancel a booking you’ve made, please follow the self-serve options.

When you made your booking you will have received a confirmation email. In that email you’ll find a button that says ‘Cancel your booking’. From there you will be redirected to a page with your booking details where you can choose the option to cancel your reservation. If you have free cancellation you won’t pay a fee.

Another way you can do this is by visiting our Help Centre and signing in, using your https://Booking.com account.
Select the relevant booking and you will see your cancellation options, including those newly added due to the travel restrictions related to the pandemic. If your booking is not eligible for free cancellation, please contact the accommodation directly to see if they are able to make an exception. Their contact details can be found in the Help Centre.

Help Centre https://secure.booking.com/help.html