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3rd year in a row! We are very honored and thankful to all our generous reviewers!
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.
I do not charge for children under the age of 6 and if the children turn up to be above 6 years old, I will only charge extra if they need additional rollaway bed and breakfast. It is hard to argue with guests as they will claim it was not stated in the booking or they didnt read. So, sometimes I have to give in so as not to receive a bad rating.
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.