Invalid/blocked credit card
I have a few properties listed but do not meet guests on arrival as they are given a keycode. Up to now I have processed payment at check in time. I have a situation where a guest checked in - turned on 4 banks of lights - then left. Seems they made multiple bookings and then choose which one they wanted. I have been unable to process the cancellation fee as they have cancelled or blocked their card and refuse to update it. Booking.com are not supporting us at all. Their supposedly guaranteed card is meaningless and they put all the onus on us because we didn't process payment before checkin. We have never had any issue with our guests. Why do we have an option to set a cancellation fee when we can't enforce it??
I am very disappointed in Booking.com who don't appear to care. This was right in the middle of our peak month for the year and we really feel the loss.
Has anybody else had this happen? Tempted to remove my listings.