Managing bookings efficiently is key to saving time and avoiding complications with guests. Starting January 2025, Avantio allows you to directly inform Booking.com of booking changes from the VRMS, without needing to access the portal's extranet.
This means fewer steps, greater control, and a simpler management experience.
Available Actions
With this feature, you can perform the following actions from the booking record in the VRMS:
Mark a credit card as invalid
Cancel a booking due to an invalid card
Modify the departure date and/or price
Cancel a booking due to no show
Waive fees in case of no show
Report guest misconduct
Step-by-step for each action
1. Mark a card as invalid
Open the booking in the VRMS and click on View card.
Select the card associated with the booking.
Click on 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.
⚠️ It is not possible to report cards if the payment is managed directly by Payments by Booking.com.
2. Cancel due to invalid card
Cancellation is only possible after reporting a card as invalid.
The timeframe depends on the booking:
Bookings of less than 10 nights made 48 hours in advance: can be canceled until 3:00 PM on the day of arrival, provided at least 12 hours have passed since the report.
Bookings of 10 or more nights made 48 hours in advance: can be canceled until 3:00 PM on the day of arrival, if at least 2 hours have passed since the report.
In other cases: can be canceled until 3:00 PM on the same day of arrival if 24 hours have passed since the report.
3. Change departure date and/or price
Open the booking in the VRMS.
Click on Edit and adjust the departure date.
When saving, choose between:
Save without recalculating amounts.
Save by recalculating the rental price and extras.
👉 The guest will automatically receive an email confirming the change and the new price, if applicable.
4. Cancel a booking due to no show
Access the booking in the VRMS from midnight (local time) on the day of arrival.
Click on 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.
This action can be performed up to 48 hours after the departure date.
5. Waive no show fees
When canceling as no show, you will have the option to maintain or remove the cancellation fees.
If you waive the fees, Booking.com will not charge a commission for that booking.
This option is only available when the Property Manager manages the payments.
6. Report guest misconduct
Go to the booking in the VRMS.
Click on Actions → Report guest.
Complete the form with:
Category (e.g., rule violation, damage, illegal activities, payment issues, etc.)
Subcategory/type of damage and amount if applicable
Description of the case
If you want Booking.com to follow up
If you would allow the guest to stay at your properties in the future
Click on Report to submit.
Guest report categories
The available options when completing the form are as follows:
Categories | Subcategories / Types of damage |
Payment issues | Did not pay the full booking amount, Did not pay additional fees, Others |
Violation of house rules | Smoking, Bringing pets, Hosting a party, Breaking quiet hours, Bringing additional guests, Breaking check-in and check-out times, Others |
Abusive behavior | Verbal abuse, Physical abuse, Threats, Disturbing guests/neighbors, Others |
Left the property dirty | Stains on bedding, Stains on carpet/wall/furniture, Excessive trash, Others |
Property damage | Small furniture, Large furniture, Door/Window/Wall, Property damage |
Illegal activities | Drug use/sale, Law violation, Theft, Others |
It's important to note that the report guest option will only appear in the booking in the VRMS from the moment of check-in until 7 days after check-out.
It's also important to note that the tracking option will allow you to report the issue 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 income.
Use the option to waive no-show fees to maintain a good relationship with the guest when deemed appropriate.
Document damages or misconduct with photos or detailed descriptions to expedite the process with Booking.com.
Quick Checklist
☑ Access the reservation record in the VRMS.
☑ Report invalid card if applicable.
☑ Cancel within the deadline according to the type of reservation.
☑ Edit dates and prices directly in the VRMS.
☑ Cancel as no-show within the allowed range.
☑ Report inappropriate behavior with clear details.
Frequently Asked Questions
What happens if I want to cancel a reservation due to 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 departure date multiple times?
Yes. Currently, there is no defined limit, and you can modify it more than once in 24 hours.
What happens if I report a card and the guest doesn't update the information?
You will be able to cancel the reservation within the established deadlines.
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 no-show?
No commissions from Booking.com will be charged for that reservation.