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How discounts on rates & promos stack together -cheat sheet | Booking.com for Partners
Yikes, thats not good.
The crux of it is BdC system changed how payments were collected , and therefore their responsibility to notify you of that and why.
have you found any emails from prior to that changes in the 90days prior?
It would be good to confirm if there was or was not a notification.
As at that point you may have a case to call them out armed with that.
There should be a copy of all corespondence in the Extranet > Inbox or bookingdCom Messages inbox.
I would escalade this via message first asking for the case to be escaladed to a manager.
After that I'm not sure who next or what next you can do if anything.
Asking the guests now long since gone for payment, is fine but be prepared for them to ignore.
Note what may look like an ignore could actually be they fell victim to COVID19, so just bear that in mind too as to why you are not hearing back.
I hope it gets sorted.
yikes this is worrying.. Communities Team
Reminder Partner Support will never see this.
Posting account or action requests here will result in nothing.
For when its urgent never post here go straight to phone method ,as per below.
How-To Register Your Car Rental or Taxi service | Booking.com for Partners