How would you handle this situation

[Michael Kugler]

We have a customer on our site who has a significant amount of paid listings she has paid for and posted. In order to show her how committed we were to her order, we have marketed her properties heavily and the results have been over the top.

Now, here is the kicker, in 4 months we have sent sixty two reservations to her and in every single case she has either ignored them, declined them, or let them wither in pending status for the 1 week time period.

She is one of the most irresponsible owners we have ever worked with - but she has paid and we have delivered - in spades. 

The ones that are inconvenienced the most are the travelers who are trying to book with her.

Do I refund her a prorated payment? I have already paid for custom videos - business cards - FB ads - etc. Do I go off on her? She is single handedly destroying my site and the experience we provide for travelers who are sick of AirBNB and VRBO.  But, they won't put up with a crappy experience through our company if all they get are rejections, ignores, or apathy.

TIA, Mike