Disgusting and ********* Service in the accounts department

Atlantic Spa Boutique Hotel has used booking.com for many years and this year we had a reservation where the guest did not arrive. I was away on leave in the states and the lady who was handling the booking.com (our director) did not mark a guest as a no show because she did not know how and was under a lot of pressure etc. We explained this to booking.com and due to the booking being over 30k and the commission being large, we asked booking.com to please credit this invoice because there is proof that the guest did not arrive and we feel that its totally ********* to charge such a large amount of commission when the guest did not arrive. They first gave a reason that it is our fault and we did not dispute it within the right number of days and so a credit note cant be issued. After numerous conversations with them they then came back and said we have exceeded our limit of credit notes for the year???? I have never heard of this in any history of book keeping. We have asked numerous times for management to contact our director and they ignore us point blank. We understand fully that booking.com has rules and regulations in place but they refuse to even look into this and it is totally ********* of them to expect this kind of payment when they know they guest did not arrive. Surely a company as big as them would not overlook something like this. Surely they have management in place to deal with such situations. We are a consecutive award winning destination in Cape Town and one of the preferred accommodation venues in our area but even being in high demand, we never overlook our guests and at this level of complaint surely booking,com wouldn't treat their customers this way? Well they have certainly shown that they do and we are nothing less of disgusted in this service.

Atlantic Spa Boutique Hotel