From the VRMS, you have the option to report changes and updates to bookings directly to Booking.com from the booking details page. This saves time since you won’t need to log in to the portal’s extranet to make changes.
With this feature, you can report the following types of changes to an existing booking:
Mark a guest’s credit card as invalid
Cancel the booking due to an invalid credit card
Report changes to the check-out date and/or price
Cancel the booking because the guest did not show up
Waive fees if the guest is a no-show.
Report guest misconduct
Please note that the items in bold are new additions as of the January 2025 release. The other actions were already available in the VRMS.
Step-by-step for each action
1. Mark a card as invalid
As explained on the New Payment Breakdown page, if you try to charge a credit card and are unable to because it’s invalid, you can report this to Booking.com. To do this:
Open the booking in the VRMS and click View card.
Select the card associated with the booking.
Click the three dots (top right) and select Report card.
Confirm the action in the pop-up message.
👉 The guest will receive an email and SMS from Booking.com requesting a new card.
⚠️ Please note:
You cannot report a credit card if the payment is managed by Booking.com.
You can report a card at any time from when the booking is registered in our system until 11:59 pm (local time of the property) the day before the scheduled check-in.
There is no limit to the number of cards you can report.
2. Cancel due to invalid card
If you have marked the credit card as invalid and the guest has not provided another card (or the second card is also invalid), you may want to cancel the booking.
To cancel the booking, you should:
Find the existing booking in the bookings section of the VRMS
Click cancel
Since the card has already been reported as invalid, the cancellation reason will be set automatically
If the card has not been reported as invalid, the following message will appear and the system will ask you to report the card first.
Important to note that there are certain conditions and timeframes to consider when cancelling a booking due to an invalid credit card.
You can cancel a booking due to an invalid card until 3:00 pm on the check-in day if:
At least 24 hours have passed since the card was reported as invalid.
Another card has been added and the error occurs again. In this case, you can:
Report the new card to Booking.com again
Cancel the booking
Bookings made within 48 hours of check-in for stays under 10 nights (1-9 nights)
You can cancel a booking due to an invalid card until 3:00 pm on the check-in day if:
At least 12 hours have passed since the card was reported as invalid.
Bookings made within 48 hours of check-in for stays of at least 10 nights (10+ nights)
You can cancel a booking due to an invalid card until 3:00 pm on the check-in day if:
At least 2 hours have passed since the card was reported as invalid.
3. Change check-out date and/or price
If the guest requests it, you can change the check-out date and set a new price for an existing booking.
To do this:
Open the booking in the VRMS.
Click Edit and adjust the check-out date.
When saving, choose between:
Save without recalculating amounts.
Save and recalculate the rental price and extras.
The changes will sync with Booking.com and the guest will automatically receive a confirmation email with the new check-out date and updated price (if recalculated).
Conditions when changing stay dates:
The guest has already checked in.
The booking status allows modifications.
The booking was not made with Payments by Booking.com.
If the booking is non-refundable, the new price must not be lower than the original price.
Until further notice, the check-out date can be changed more than once in 24 hours. There is no defined limit.
If these conditions are not met, the change will not be reported and you must update it on Booking.com.
4. Cancel a booking due to no show
If the guest does not arrive on the scheduled check-in date, you can cancel the booking and mark it as a no show.
You can mark a booking as no show from midnight (local property time) on the check-in date and up to 48 hours after the reserved check-out date.
To cancel the booking:
Go to the booking in the VRMS from midnight (local time) on the arrival day.
Click Cancel.
The system will automatically mark the booking as no show.
The guest will receive an informational email from Booking.com with the applicable fees according to your cancellation policy.
Once a booking has been cancelled as a no show, it cannot be modified or reverted to confirmed status.
It’s important to note that the option to cancel a booking due to no show is only available when payment is managed by the Property Manager. If you use Payments by Booking.com, cancellation cannot be done this way.
Secondly, although Booking.com allows cancellation by booking or by room (if multiple rooms are booked in the same reservation), our system ONLY allows cancellation of the entire booking.
5. Waive no show fees
If you have cancelled a booking as a no show, you can choose to waive the cancellation fees if you wish. When cancelling the booking, you’ll have the option to keep or remove the cancellation fees.
If the fee is waived, Booking.com will not charge commission for the booking.
6. Report guest misconduct
If a guest has caused damage to your property or engaged in any other misconduct, you can report the case to Booking.com from the VRMS bookings page.
To do this:
Go to the booking in the VRMS.
Click Actions → Report guest.
Fill out the form with:
Category (e.g. house rules violation, damages, illegal activities, payment issues, etc.)
Subcategory/type of damage and amount if applicable
Case description
If you want Booking.com to follow up
If you would allow the guest to stay at your properties in the future
Click Report to submit.
Guest report categories
The available options when filling out the form are as follows:
Categories | Subcategories / Types of damage |
Payment issues | Did not pay full booking amount, Did not pay additional fees, Other |
House rules violation | Smoking, Bringing pets, Hosting a party, Breaking quiet hours, Bringing extra guests, Not respecting check-in/out times, Other |
Abusive behavior | Verbal abuse, Physical abuse, Verbal abuse, Physical abuse, Physical/verbal threats, Disturbing guests/neighbors, Other |
Left the property dirty | Stains on bedding, Stains on carpet/walls/furniture, Excessive trash, Other |
Property damage | Small furniture/ Large furniture/Door/Window/wall/Property damage |
Illegal activities | Drug use/sale/Law violation/Theft/Other |
It’s important to note that the report guest option will only appear in the VRMS booking from check-in until 7 days after check-out.
Also note that the follow-up option will report the incident to the portal but no further information about the case will be recorded in the VRMS.
Best practices
Report invalid cards as soon as possible to avoid loss of revenue.
Use the option to waive no-show fees to maintain a good relationship with the guest when you see fit.
Document damages or misconduct with photos or detailed descriptions to speed up the process with Booking.com.
Frequently Asked Questions
What if I want to cancel a reservation due to a no-show but the payment is managed by Booking.com?
In that case, the cancellation must be done directly in the Booking.com extranet.
Can I change the check-out date multiple times?
Yes. There is currently no set limit, and you can make changes more than once within 24 hours.
What happens if I report a card and the guest doesn't update their details?
You will be able to cancel the reservation within the established timeframes.
What Categories can I select when reporting a guest?
Payment issues, house rules violations, abusive behavior, property damage, excessive dirtiness, or illegal activities.
What happens if I waive the cancellation fees for a no-show?
No commissions will be charged by Booking.com for that reservation.