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Probably some bot is addressing the letters and it's doing it in a way impossible to use (decode) for the people working at the post.
You can't. In theory it's possible to do it by video call but I'm already waiting 1,5 month to arrange it and only what I got from booking support is appologies that is taking so long... And about letter you can forget, I already put on booking more then 30 properties and maybe for 2 of them I received the letter. Booking.com become a joke, it's better to use other OTA's...