Booking violated my cancellation policy

We have 14 day’s cancellation policy, guest cancels on arrival day and booking.com gave them refund without my permission!? Does anyone has a similar or the same experience? Are Booking.com policies there for no reason?

BrookAve

There has to be alot more to this than the little you have shared.

When booked?
What rate type?
What cancel policy do yuo see when you open the reservation details page and scroll down?

Goran Đurđević

Hi Brook,

there isn’t a lot more to share. Situation was exactly as described. But customer service team has fixed this unexpected error.

thank you for answering and trying to help.