Ours is a private facility managed by a host Angy with a co-host in support Leo. Unexpected events happen every now and then (system breakdowns, overbooking) so sometimes you are not able to honor the reservation.
The customer does not lose his money, he just has to be patient and wait for the normal procedure with Booking.
Host (partner/us) is looking for a solution to allow the customer to stay even at our financial expense.
When we, the facility, cannot honor the active booking, even with a check-in in progress, we contact Booking's partner customer service.
By speaking to the operator, reprotection is activated. Operator ascertains the impossibility of the partner (us structure) to host the customer and therefore looks for an equal or higher solution in terms of price range.
The customer just has to wait, stay calm, check their devices and the Booking extranet.
THE CUSTOMER MUST NEVER CANCEL THEMSELVES!.
If you don't have the calm to wait and get nervous and lose your temper over something that is legal for us, you will automatically lose your booking money.
In the case of a higher amount in the new location, our structure will charge the difference in price.
Fly House Bologna 
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