Payments for a guest who did not show up.

Hi hope you're well, 

A guest booked quite a long stay with us but did not show up.

We tried contacting the guest they stated that they was not able to find or access the property.

I did question how they was not able to access the property with the key code I issued them if they was not able to find the property.

After several attempted trying to contact them to support the guests I have marked them as not showing up. 

My cancelation policy is 50% of the booking if they do not show up and booking.com has confirmed that I will receive this payment but I have not heard anything further since then or received a payment.

Can someone pleas advise.

Kind Regards