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This is a great question! We have a B&B, w/a clear policy children over 12 only, and guest booked for 2 adults in the system. They showed up with a 4 and 6 year old. We said they could not stay and offered to help them find a place to to stay elsewhere, but they clearly could not stay at our Inn. They found other accommodations but now are threatening a negative review if we don't give them their money back. We had offered a credit for future stay.
Booking.com customer service also discussed with us that the guest violated clear policy and are considered a cancelled stay (but they still get their commission). So - should we send the threatening e-mail to booking.com? Anyone seen this before? Thanks for insight. Wish we could review the guest!!