A person cacelled a booking by phone, but somehow she can't do it with the app

A person cancelled a booking by phone, but somehow she can't do it with the app, I also sent an email requesting the cancellation but she just can't, don't find it. But if she doesn't properly cancel, I can't really rent the room as it doesn't appear on line otherwise. I sent a few messages to booking.com with no answer. I found another inbox specific for reservations, and when I write the booking number it says that the booking number is incorrect...I'm wrinting to booking from like 4 days, but no answer whatsoever...Anyone can help me?

BrookAve

Hi martin,

Sounds like she is just being lazy.

She can :

logon and manage account and then click cancel to reigger it
use the contact CS by live chat, message and phone to cancel

You can :

Open the reservation Details page, Request Cancel - option2
Phone Partner Support to do it.

Message or Call BdC PartnerSupport ***

In the extranet, go to the ‘Inbox’ tab.
Select ‘Booking.com messages’.
Right Pane - Click on ‘See Contact Options’.
Choose Account
Now choose Other
Then at bottom , See all contact options, and click Message or Call
As there is no one number for all partners, the number for your nearest BdC Partner Support is then revealed.
*** public main lines via Where you can reach us