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Thanks for that and confirmed...
Circle of death!
No messaging to BDC functional via Pulse.
Where in Thailand are you? If Phuket, forget the local office as they are as responsive as a corpse! Use Bangkok instead, or the internal messaging system in extranet.
As your code is confirmed to arrive soon I suggest you wait for that.
I have passed your details on to the company so they will contact you.
You can alternatively try to relocate the guest yourself. The other property must be at least equal to yours in facilities and quality. If your local contacts are good you should be able to "do a deal" so that you do not lose money or even make a little!
If BDC does the relocation they will charge whatever the cost is of the relocation e.g. more expensive accommodation, transfer costs etc. You could end up with a large bill!
Another possibility is to contact the guest and ask them to cancel with your guarantee of waiving all cancellation fees (i.e. free cancellation).
Not only but also...
If you are on Phuket there is a local service we use and has been very reliable thus far.
Crikey that's a long shot.
Canillas de Aceituno is a lovely place, we used to sometimes come through the back roads, stop off there for refreshments and then tootle off to Canillas de Albaida where we have a property.
The only place I can think of that may help is Cortijo La Zapatera, maybe call them and see if they can assist.
DO NOT HIT THE CANCELLATION BUTTON.
If you have agreed to give the guest a full refund reassure them of this BUT the guest must cancel with BDC and request a full refund.
BDC will then contact you and ask if you agree to the full refund = "accept cancellation and waive all fees".
This is the way that both guest and host are clear without any payment.