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We had a reservation due to arrive today and when I go into the guest's reservation in the Booking extranet, the following message appears...
This booking is part of the Risk-Free Reservation Program and was canceled by the original guest, but as the availability of the room was manually removed and not restored by Sun, 14 Apr 2019, Booking.com will not pay for it.
Due to lack of room availability by Sun, 14 Apr 2019, Booking.com will not be liable for the payment.
It is unclear what Booking means by "the room was manually removed and not restored"... By the guest? By hotel staff? We can confirm that our property did not manually remove availability.
This room was in fact available, so why does Booking think it wasn't? Can somebody help us here?