we had a booking for today, but apparently they cancelled, but you did'nt cancel the booking

thats not a thing , if the guest did not follow procedure and do it on their account nor talk to CS team then nothing got cancelled .

a message or phone call to you does not equal cancelled.

but the responsibility on the guest to do it right or its not cancelled and they owe you.

contact partner support via 3 methods below

Never post action requests here, no one in BdC Partner Support team nor Finance Team have visibility here.

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Simply report to BdC Partner Support , see below 3 methods. They will never see any post on the Partner Hub.

Message or Call BdC PartnerSupport 

1. In the extranet, go to the ‘Inbox’ tab.
2. Select ‘Booking.com messages’.
3. Right Pane - Click on ‘See Contact Options’. 
4. Choose Account
5. Now choose Other
6. Then at bottom , See all contact options, and click Message or Call
7. As there is no one number for all partners, the number for your nearest BdC Partner Support is then revealed.

Method 3:  *** public main lines via Where you can reach us