I know there have been other posts about this but I have a guest arriving on Saturday and would appreciate some advice.
The 14 day booking was made using the non-refundable 10% discount which gave a total of £150 off the booking. The guest contacted me last week saying he wished to reduce the booking to 7 days as his partner was now working. I said as it was non-refundable the booking was fixed and could not be changed.
The guest has now contacted me saying he wishes to cancel the booking in full and requesting a full refund. I don't think guests who booked with non-refundable discounts should be able to do this - the cancel process should flag ' this booking is non-refundable and cannot be cancelled'.
My feeling is the guest was offered the discount in exchange for it being fixed and non-refundable. The guest is clearly getting agitated that I'm not giving a refund in full. I consider myself to be a sympathetic and kind-hearted Superhost with lots of 5* reviews but in this circumstance I feel taken advantage of if I offer a refund. It's likely I won't be able to make up the booking given the short notice and the dates have been booked for some time on my calendar.
