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It's all happened to us as well.
When guest doesn't show up, we just lost.
When guest canceled after free cancellstion period, we never get cancellation fee.
And this month, a few guest 'believed' they are already charged their credit card, so they stay and left without payment.
We have no permission for access guest credit card details.
And those guest believed it's paid, so we have no way to collect money from them.
We have been asking support to booking.com, but the first reply was 4days later from the guest check out and our email..
And they are saying they can't collect money because we don't use booking.com pay.
That's really ***.
There is no difference who use booking.com pay and not use it.
As 'partner' we pay them proper fee every months.
I really think they shoud give us same support.
The booking.com operators are exist in several countries, and normally reply us in funny time like mid night, because of time difference.
And for same conversation, sometimes get different person reply. So needed to explain same story again...
This is really tiring me. But I want they do proper support for all partners evenly.
And I can see it's not only me, many people having similar problem and struggling.
So we should try until they treat us properly.
Wish you luck!