Guests cancels with strict policy

[Barkley2]

Hi everyone ,

This my first experience with a guest choosing to cancel under our strict cancelation policy. 

They booked back on April 1, 2021 for 14 nights (Aug 13- Aug 27) which is our peek season. In fact as a summer residence it is vacant all winter. So this represents a big chunk of our season.

2 months after booking they started asking about our cancelation policy and whether we somehow changed it after they booked? They said they never would booked with strict.

I explained that our policy has been strict for a long time and it was very clear. 

They said they can't afford to lose 50%. 

Also they said the reason for canceling is because of the removal of covid restrictions they now don't have to self-isolate. 

I basically stuck to my policy but now have realized that they can still write a negative review.

I will add that after several messages from this guest I did eventually via phone text say that "I would look into the matter but can't make any promises". Shortly after that last response I got a message from Airbnb saying they had cancelled and all the dates freed up. 

So bottom line is that even though we're now in peak season, demand has softened leaving 8 of the 14 days still not rented. And I believe the market has changed here locally because of travel restrictions now being lifted.

Thank you so much for reading this.

[Emiel1]

@Barkley2 

"but now have realized that they can still write a negative review."

I think a guest can not leave a review when they cancel before reservation has started (?)

[Barkley2]

Good news, thank you!!

[Colleen253]

@Barkley2   It’s unclear if you have a question or not….

It’s good you held the guest to the cancellation terms they agreed to at booking. Their financial situation is not your concern. Regarding the guest leaving a negative review, they can’t, as they have cancelled well ahead of the check in date. If they had cancelled the day of check in or  after, both of you would be able to leave reviews. It’s unfortunate that they tied up peak dates, but you’ll receive part payout and at least there is still time and some chance that the remaining dates will get taken.

[Barkley2]

Yes I really didn't make my question clear. I would like to know if some hosts would advise to go ahead and refund part of the 50%?

With thanks 

[Colleen253]

@Barkley2  No, I would not advise that. It’s not warranted.  It was their responsibility to inform themselves of the cancellation policy they were accepting at booking. In fact, they are prompted at booking, to read and agree to it. What you can do if you wish, is advise them that you will be happy to refund them if you are able to refill any of their abandoned dates. This is completely optional.