Waiving cancellation fee
Back ground: I am not in South Africa, but in Cayman Islands with a 7 hours time difference. My guest made reservation on 7 Feb 2021. On 9/2 I ask guest to cancel because of a booking on another platform before his booking. Because of time difference I did not block the days. I immediately send a waive the cancellation fee request to booking.com. Guest cancelled and only received a small amount back. He filled in a waive the fee request on the 10th and then the cancellation request. I received an email and send a second waive the fee request. PROBLEM:
The guest only receive a small amount back from booking.com and not the full amount. Any other way I can contact booking.com or suggestions?