Hi there, due to Covid, and the tier system here in the UK, which means we frequently don't know whether we can be open or not until a booking is nearly upon us, we've had some trouble with booking fees. I want to give full refunds but sometimes the customer doesn't request at their end by the proper system (I've never seen their end so I don't know what they see). I have now changed our policy but would retrospectively like to waive fees for a couple of people who had to cancel at very short notice. I can't seem to see how to do this, in fact the advice I read didn't work at all. It is incredibly frustrating that they don't see to even have a phone number you can call as a host. We also use Airbnb and I'm not a massive fan of theirs either, but did get them on the phone in a short time the other day, and they were instantly helpful, whereas I've had nothing but profound frustration with booking.com. Incredible amounts of time wasted. Sorry for the rant but time is literally life and I think it should be illegal to make a system so convoluted that it makes people waste this much time just to give people their money back.