Relocation of guests
We recently had to relocate some guests due to frozen water at our property. We contacted the guests 2 days before their arrival, informed them of the situation, booked them into nearby alternative accommodation for the same price, which they agreed to. They asked us to therefore cancel their booking with us through BDC, something we have been struggling with ever since. We have had several emails, messages and phonecalls with BDC saying they will cancel it but they haven't and now we are being charged commission for these bookings! What do I do? We are a small business. Are their rules such that if my business burned down and I had to relocate all the guests, would they still charge me commision on those too??
I repeat this is not an overbooking. What can I do to get them to listen??