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complaint and cancellation of the reservation

Hello

I have a problem with my guests staying from 28.05 , they had a reservation till 5.06, but today they met ants close to the bad and they have left to change a place (reservation number 3147508803). 

We should cancell the reservation, how should I as a host do it?

Or just I should tell them to cancell the reseravtion and write a complaiment directly to booking?

 

Jagna Badowska MYdomek. Mały domek w Kazimierzu