Since booking.com started to handle all payments you don't have any influence what they do to you. They do refunds without permission and you can not do anything about it. It did happens twice now to us. We called them and we talked 1 hour to about 4 agents than we gave up. They accused it was our fault und we hit the "wrong" button. They treated us as if we were retarded!!!
They are not supporting hoteliers only the costumers.
They give costumer's too much power. They can leave almost every review they want. A bad review is almost not to compensate. You can have four excellent 10 scaled reviews. Only one bad review will put you down again.
I hope there will be soon another platform so we can change.