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That's just it......the messaging system in extranet/pulse doesn't let you send messages unless you specify a topic/reference etc. As such I have no reference and so I can never send a message about an issue which is not generic.
Also, I tried calling my contact in Sicily. I was left waiting on the phone for ages and then gave up.
Contacting booking.com with a specific issue is pretty hard. It's all automated, which doesn't leave room for anything unusual to report.
Thanks for your suggestions.