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I beleive the guest was notified from BDC regarding the refund after they accepted your request. For the estimate time I don't know. Perhaps you should contact Booking.com for this information.
You don't have to do nothing. Booking.com is searching new guests to replace the canceled booking.
Did they cancel the booking?
Did they accept your request after you sent them a "Request to cancel reservation" via extranet and you agreed to waive the fees? If yes then refund will be issued automaticly.
If your house rules/descriptions are long as your original post then your statistic 4 out of 20+ is great. :) The fact is that lot of guests doesn't like to read at all. "The guest who moan about the cleaning". Well you must consider different perspectives of what is something clean to someone.. Your room can be spotless but one will find a single hair and will demand to change the room. I had cleaning score around 8 in the first years I worked with BDC. Now my cleaning score is 9,7 because the service is improved and I hired additional help and inspection after the cleaning is important. Also renovations of outdated bathrooms/rooms helped a lot. We improved much just because we listened to reviews and scores. Regarding promotions I personally offer only Genious discounts (-10% and -15% for valued guests). Anyway tips from Isle of Wight are on point.
Feature "Payments by Booking.com" BDC collects all the payments and you receive money on your bank account. (this feature is not available in some countries). Another option: under policies you can mark that deposit/full payment is required for final confirmation. You send the bank details to the guest directly after the booking is made with a deadline. If they don't send the payment or don't reply you can report them to booking.com and you are able to cancel their booking in 24h. I used this feature for a short time and it was effective.
You pay them via bank transfer.
I use common sense.
640 reviews, score 9,4. Few years ago my score was 8,2. Score average is calculated from ALL reviews/scores in the span of 2 years. More reviews you have more solid is your overall score. Less reviews you have your overall score drops/rise more frequently.