4 ladies booked 2 rooms for 2 nights with us. The day before their arrival, she sent me messages on booking.com saying they are not coming to Wellington and asked for free cancellation. I replied that the 1st night tariff will be charged because the cancellation is made less than 24 hours. I charged their credit card, cancelled their booking on my booking system. A couple of hours later I got another booking (one night) from Booking.com and another phone call late afternoon and filled up the spaces.
I reckon I made a mistake - forgot to cancel their booking on Booking.com because I thought they would do it. However on the date of arrival, these 4 ladies turned up and asked for check-in. When I told them their booking has been cancelled as per their instruction, she said it was her mistake because she double booked blah blah blah. To help them out, I searched online and made 3 phone calls to nearby motels. 2 of them were fully booked, 1 had a family room left for 2 nights. When I put her on the phone, she told me she couldn't accept it because it was too expensive.... And when I suggested hostel or backpackers, she said she doesn't like to share bathrooms...
Anyway the next morning I received a phone call claimed to be Booking.com stuff, asked me to refund the cancellation fee. The caller didn't give me chance for explanation at first place and her tune made me feel like I am the guilty one taking advantage of those 4 poor ladies.
The reason of refund as she claimed is that, because I have filled up the spaces so I suffered no damage at all. REALLY ??!! How about I have to turn away at least 20 phone calls including a few regulars and long term bookings because the 2 rooms have been held up?
We are paying commission to Booking.com for a reason and we hope we are well looked after and not just a money machine to derive from our earnings.