They may or may not. I don't know. But there is a means of requesting a specific person, and they obviously take it seriously enough to send notifications.
But it's not good customer service to notify your client that their request can't be accommodated when it's too late for them to do anything about it. If the notice was prior to the cancellation-fee period, then sure, charge the fee if canceled within 24-hours. But if you give me late notice, at least allow me to late-cancel in return.
If they let you book a Pro and that Pro cannot make it on late notice, it is absurd to charge a late notice cancellation fee.
At least Amex is great about not giving a shit about awful TOS. If you screw your customers over and accept Amex you'll soon find out that you won't be getting paid.
But it's not good customer service to notify your client that their request can't be accommodated when it's too late for them to do anything about it. If the notice was prior to the cancellation-fee period, then sure, charge the fee if canceled within 24-hours. But if you give me late notice, at least allow me to late-cancel in return.