For this case I'm understand you, but I am not powers for waive this booking. if your team reply email not accept from first email's me (I send email to your team since 11 July ) I still waive booking for you but I not receive email from your team, so we will charge 1 night for cancellation policy, I hope you understand me.
But I will try help you and your guest by send email to my boss for help this case