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Booking.com (poor students) also must handle difficult guests AND difficult hosts on a daily basis. BDC happily take their %, but we also happily accept their bookings.
Booking.com will most likely remove the review if it is insulting, threatning or discriminatory. If this was done "outside".. You can report a guest misconduct and mark that you do not want to host this guest anymore... and best just to move on. :)
I think you can change the setup in extranet
Extranet -> Property -> Room details -> Edit (Apartment) -> Bed options
Can't do much about conflicting reports from two or more parties on an issue.. "he said, she said".
A wishing bell - you pull the rope. :)
uploading images stil doesn't work.
I live in Bled - Slovenia :)
Risk-Free reservations will display your strictest policy as having a free cancellation.
The only option is to contact guest and ask them if they can accept your request for a free cancelation. If they are not willing to do that or are not responding to your messages, then you will have to contact Booking.com and let them know that you will not be able to accommodate these guests. Penalty fees may apply (commission amount and possible some relocation costs)