Recently, we had a guest who did not respected contractual conditions on Booking.com, as he came with a small dog (pets are on demand with us) and did not respected early check in policy.
This case had been treated as a relocation by Customer Service, even if in the extranet facility, it is still mention, that the reservation had been cancelled (by Customer Service) with fees !
Credit Control did proceed with 2 Relocation bills even if the guest mentionned on Airbnb alternative accomodation was not the name of the reservation with Booking.com (a reservation with Airbnb is intuitu personae)
Credit Control does now pretend that it is not a relocation bill but a customer complaint !
How to manage ?