o Unfortunately, there is nothing we can do if the customer ignores this information and the booking conditions must be honored. These terms are designated by the hotel, and not by the supplier or Rakuten Travel Xchange.
As a pro-active measure, you may want to call the customer to notify them of this discrepancy. Best case is the reservation is cancellable, and the customer can simply book the appropriate rate. If the booking is not cancellable, Rakuten Travel Xchange will need to contact the supplier in order to get the appropriate ‘surcharge’. The customer would need to pay the surcharge at the hotel. Otherwise, all cancellation and other terms and conditions apply to the booking.