Non-refundable request to move dates

[Charles1116]

Hi all

We're new to hosting and have just come across our first potentially tricky situation. A guest who recently made a non-refundable booking for a few days time, has sent us an email containing the following paragraph:

"We truly wish to see you soon after lockdown and enjoy your lovely place, but we’re just wondering if there’s a possibility to change our dates by that time, upon your availability of course. Or if you see we can find another solution. That would be much appreciated."

Albeit charming, it seems that they are strongly hinting at wanting to move their booking without losing their non-refundable payment!

Please could we have some opinions on how best to deal with this?

Charles

[Anonymous]

@Charles1116  Unless you were able to successfully re-book the original dates on short notice, this arrangement would be a loss for you.

One compromise would be to ask that the guests cancel their booking if they're not able to come as scheduled, but offer a partial rebate in the event that a replacement booking comes in. 

[Charles1116]

Thanks @Anonymous , great idea 🙂

[Robbie54]

@Charles1116 "Albeit charming, it seems that they are strongly hinting at wanting to move their booking without losing their non-refundable payment! " Wouldn't you in the same situation? You can't blame them for asking. 

Personally I'd be happy to move the dates IF the new dates are convenient , no problem. And like @Anonymous said, ask them to cancel and if you can fill those dates offer them some sort of refund. I usually offer 100% of what I would receive, otherwise I'd be making unnecessary money from them if I get the dates re-booked, but that's a personal choice, I don't and shouldn't need to make a lot more money then what I'd normally receive. Nice to know you're on it as a host 🙂 

[Charles1116]

Thanks @Robbie54 , that's really helpful too.

[Charles1116]

@Robbie54 @Anonymous What about if I suggested to the guest that I could refund him if he first made another non-refundable booking later in the year?

[Robbie54]

@Charles1116 that sounds like some sort of hospitality bribe, plus they can cancel penalty free (according to your cancellation pokicy) after they've got their money back. Stick with the original advice. 

On a side note your place seems incredibly cheap being situated in stunning Bath, I'd seriously  consider bumping that up a bit 🙂 

[Charles1116]

@Robbie54   Good point about it seeming like a bribe. I stuck to the original advice, gently reminded the guest that they chose the discounted non-refundable rate, and they went with it. Phew! Much appreciated.

You're right we're cheap. Reasons are we only began hosting in December so hunting for favourable reviews, and we need the money right now due to covid. Looking forward to being able to increase our prices when some normality returns. But appreciate your feedback and encouragement 🙂

[Emilia42]

@Charles1116 

A scam is known in which a guest within their cancelation window requests to move the dates outside of the window and then can cancel and get a full refund. Not sure if your guests are this devious but a "can we move the dates today?" could turn into "we have to cancel" tomorrow. Will the non-fundable cancelation policy move with the reservation to a new set of dates? Regardless, you were expecting to make a non-refundable income that weekend and now you may not be.

[Colleen253]

@Emilia42 

I believe that loophole was closed a while back. 

[Emilia42]

@Colleen253 Thank goodness!

[Charles1116]

@Emilia42 that's interesting and worth knowing, thank you 🙂

[Ann72]

@Charles1116 @Emilia42  - Yes, @Colleen253 is right.  The reservation will be forever tied to the original date of booking no matter how often they change it.

[Lee3594]

I had this happen and I am getting so frustrated with guests who ask for refunds after booking the non-refundable booking. I am moving to a zero moving a reservation, etc. on March 1st because it has become utterly absurd. I have had the problem of moving the date during the no cancellation period for them only to have them cancel and get a refund recently. I don't think it has been fixed.

[Sarah977]

@Charles1116 One thing to be aware of is that the non-refundable option can be overidden by Airbnb if the guest manages to convince some CS rep they should be refunded. There have been posts on this forum where hosts had this happen to them.