John

I posted a thread and it was deleted without even a message to tell me what I did wrong.

I check with them during breakfast, when they had finished their meal and I am clearing their plates. I asked whether if they slept well and that usually starts the conversation going.

Welcome to the forum.

Sorry to hear about your experience. I had an issue last year and it took me 3 months to resolve with Booking.com. My only advice is send them a chaser every week and be patient.

Hope you will get resolution soon.