Customer is unable to contact you to cancel reservation and We are unable to cancel it from our end

The customer is sick and we will waive the cancel fee since she called 48 hours in adavance she is unable to log in to booking.com or her email to get ahold of you guys so she called us and I am unable to cancel the reservation on our end 

Diane Hinte

Booking# 2619929116

Arrival 11/10/21 Departure 11/11/21