cancellation and no refund

545/5000

Reservation *3651608** has canceled. I have a flexible cancellation policy, so no charge can be charged to the guest. However, he tells me that only € 30 of the total of € 300 he paid have been reimbursed to him. On two previous occasions when I have had cancellations as a partner, and even then I did not have my cancellation policy so flexible, I have not received any money. Why does this occur? It can not be that I do not collect any money, nor will the guest be refunded and Booking.com will keep that amount.