Taking Payments

To Whom it May Concern;

I'm new to Booking.com and I'm still trying to navigate my way around the whole system, and sadly there isn't much info offered - or that I can find.

I've recently had 2 guests in our property, both of which I have not received any funds from Booking.com for.  I've just been told this evening that it's the properties responsibility to debit the clients credit card, which I was unaware of.  The clients credit card details are now no longer 'viewed' and I'm unsure on the process from here.

I have sent 2 emails to the Booking Finance team via the Partner Hub and have received no response.  I would like to be paid for the 2 recent bookings and I'm hoping that someone could give me more information.