I am managing a hotel in Zanzibar.
Our hotel's reservations will not be canceled, our rules are written clearly on our Booking page. The customer booked through Booking.com, knowing all this and he made a reservation that is noncancellation type. After a certain period of time, the costumer through his bank and our intermediary company took his money back from our account.
Does Booking have a policy such as protection, guarantee of partners? Since we trust in Booking, we are selling the rooms of our hotel here, we follow all the rules of it, but the customer who is coming through Booking is cheating us. We have serious damage.
What should I do, I would be very glad if you helped.