Cancellation due to Covid - Accepted but still charged

I have a situation where a guest has coronavirus, and my apartment must remain empty for 72 hours.

I send a cancellation request to the next person who booked my apartment explaining the situation.

The person accepted the cancellation but is still being charged, where he shouldn't be!

How can I change that? It is not client cancellation but mine, he shouldn't be charged

BrookAve

That makes no sense because if you did as you say

and clicked request to cancel and then choose option2 ,

once the guest confirms link in notification email,

the system if they prepaid Booking.com would then start

the process to cancel and fully refund.

Phone Support , see below guide.

Kind Regards

PS : please take the time to complete your profile and add the property listing link