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These are my only options :(
Oh actually, upon checking, I can see that this is still not an option for me so I guess it hasn't been rolled out for everyone yet :(
Wow! MikeEvans, thank you! I didn't know this option existed. Perhaps it is new? I have a property in the Netherlands and had some guests last year theat smoked inside and left the house smelling of marijuana. I contacted Booking.com to see if I could leave a complaint of their misconduct and their response was that I could report them to police. Smoking marijuana is not illegal in the Netherlands so this was not the appropriate response. I simply wanted to notify them so that perhaps this would be noted on their account so that future hosts would be aware that they are not respectful of house rules. This is good news that they seem to have changed this. :)
You can call Booking.com and they will help the guests to find an alternative and process the booking cancellation for you. You can find your local Booking.com phone number by clicking on the "inbox" tab and selecting "Booking.com messages". On the right column of the page, under "Need some help?", scroll down and the local support team contact number will be there. :)
Then always go through your calendar and make sure it is up to date and has your calendars synced to avoid the problem happening again :)
Go to the Property tab, then "Facilties and Services" and it should be at the top of the page. :)
Sometimes changes and cancellations may occur through to some unforeseeable event. In such cases, I always tell my guests, that again, in fairness to all guests to receive the same treatment, I tell guests that our cancellation policy is something that we adhere to unless there is extenuating circumstances, such as a unexpected death, serious illness/injury, natural disaster, etc. If they can provide evidence of such, then I will consider issuing a refund.
In fairness to all my guests that cancel or make changes, I always try to stick to my cancellation policy. Otherwise, the more demanding guests get treated more favourably than others. I tend to look at it this way, if they booked a flight and decided not to take it, would they expect an airline to refund them their money? We have cancellation and booking policies for a reason and guests need to respect this. People need to take responsibility of their own planning and booking and cancellation policies are made very clear when they are making the booking. In fact, with Booking.com, they have to agree 4-5 time to booking policies and fine print before they complete the booking.
Always remain polite with your responses, but stand firm. If they threaten a negative review, you can always contact Booking.com through the extranet to make them aware that this may happen and they will assure you if unfairly negative reviews are made, they will review them and not have them added to your listing.