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I posted a thread and it was deleted without even a message to tell me what I did wrong.
I check with them during breakfast, when they had finished their meal and I am clearing their plates. I asked whether if they slept well and that usually starts the conversation going.
Welcome to the forum.
Sorry to hear about your experience. I had an issue last year and it took me 3 months to resolve with Booking.com. My only advice is send them a chaser every week and be patient.
Hope you will get resolution soon.