*Guest contacted to inform us that they received a confirmation from the lodge now says that: &quot;cancellation policy: all refunds will have an administration fee of 0.5% deducted, prior to any refund occurring&quot;.Well ,upon checking, their cancellation policy is The guest can cancel free of charge until 60 days before arrival. The guest will be charged 50% of the total price if they cancel in the 60 days before arrival. If the guest doesn&#39;t show up, they will be charged the total price of the reservation and their check in date is 10 Oct 2026 and payment of the reservation is handled by Booking, so there&#39;s no way the Property can charge them anything.Please kindly sympathize Guest and inform them properly.

*Guest contacted to inform us that they received a confirmation from the lodge now says that: "cancellation policy: all refunds will have an administration fee of 0.5% deducted, prior to any refund occurring".Well ,upon checking, their cancellation policy is The guest can cancel free of charge until 60 days before arrival. The guest will be charged 50% of the total price if they cancel in the 60 days before arrival. If the guest doesn't show up, they will be charged the total price of the reservation and their check in date is 10 Oct 2026 and payment of the reservation is handled by Booking, so there's no way the Property can charge them anything.Please kindly sympathize Guest and inform them properly.

hoangdetrove

Subject: URGENT Clarification: Your Cancellation Policy is 100% Fee-Free

Dear Mr./Ms. [Guest Last Name],

Thank you for choosing Booking.com. I understand your concern after receiving a message from the lodge stating that a 0.5% administration fee would be deducted from any refund. It is frustrating and worrying to see the terms of your booking suddenly change. We value your loyalty as a Genius member.

Your Official Cancellation Policy Confirmed

We are writing to officially confirm the terms and conditions that apply to your reservation (Check-in Date: October 10, 2026):

Policy in Effect: The official policy in our system is: The guest can cancel free of charge until 60 days before arrival.

Your Current Status: As your arrival date is currently far outside the 60-day window, your reservation can be canceled today for 100% free with no penalties or fees whatsoever.

Disregard the 0.5% Fee

Please disregard the lodge&#39;s notice about the 0.5% administration fee. This charge is not part of the agreed-upon terms displayed on Booking.com, and the property cannot enforce it.

Since the payment for this reservation is handled by Booking.com, the property cannot access or deduct any percentage from your funds. If you choose to cancel now, Booking.com will ensure the full amount is refunded to you without any deduction.

We have noted this policy discrepancy internally and will address it with the property. Please continue to rely only on the policy shown in your Booking.com confirmation.

Best regards,

[Your Name]
Booking.com Customer Service Team

Subject: URGENT Clarification: Your Cancellation Policy is 100% Fee-Free

Dear Mr./Ms. [Guest Last Name],

Thank you for choosing Booking.com. I understand your concern after receiving a message from the lodge stating that a 0.5% administration fee would be deducted from any refund. It is frustrating and worrying to see the terms of your booking suddenly change. We value your loyalty as a Genius member.

Your Official Cancellation Policy Confirmed

We are writing to officially confirm the terms and conditions that apply to your reservation (Check-in Date: October 10, 2026):

Policy in Effect: The official policy in our system is: The guest can cancel free of charge until 60 days before arrival.

Your Current Status: As your arrival date is currently far outside the 60-day window, your reservation can be canceled today for 100% free with no penalties or fees whatsoever.

Disregard the 0.5% Fee

Please disregard the lodge's notice about the 0.5% administration fee. This charge is not part of the agreed-upon terms displayed on Booking.com, and the property cannot enforce it.

Since the payment for this reservation is handled by Booking.com, the property cannot access or deduct any percentage from your funds. If you choose to cancel now, Booking.com will ensure the full amount is refunded to you without any deduction.

We have noted this policy discrepancy internally and will address it with the property. Please continue to rely only on the policy shown in your Booking.com confirmation.

Best regards,

[Your Name]
Booking.com Customer Service Team