support team attitude

Hello folks..

Need your assistance. I have confirm booking booking which later cancelled by the guest.

According to my cancellation policy, if the booking cancelled before 30 days from arrival then there is 30% cancellation fee. and if cancelled within 30 days, it will be 100%. i don't have grace period for free cancellation. i think this  still using old policy when the booking happen.

The booking was cancelled before 30days not far from the booking is made and i was very surprise why there is no payout at all/cancellation fee; which according to my policy i should have 30%.

I made report to booking.com support and one of the team reply me with the attached letter. the reply is without thinking well/suppose to be. the support state about my policy that there is 30% cancellation fee if cancelled 30 days before but he also said there should be no payout if cancelled before 30 days from arrival. please read the attached reply. 

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My question to you all, how to report this support attitude/knowledge to booking.com team who could look after wisely/better or more senior

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since i made comment back and the reply not much different as attached too..very annoying !

Thanks and regards,

Benedictus Agusputranto