Is it better for me or the guest to amend a booking once the guest has arrived?

[Nichola7]

Hi lovely folk,

Just a quick question please - my guest booked two nights, has stayed one and has decided not to stay the second night. Is it better for me to change the reservation or for the guest to do it in order to set any refund in motion? I have a moderate cancellation policy? 

Or is it better to not change the reservation and just refund the person separately for the second night? Although technically I don't think they would be due a refund, I might prefer to offer one.

I also, as always, just to want to check that I won't be penalised for changing a guest's booking if I do it?

Many thanks for any thoughts.

All the best,

Nichola

[Anonymous]

Either you or the guest can request a booking alteration, either way around it has to be approved by the other party. There's no penalty for this. 

I recommend that you do it yourself, because the form allows you to choose the value of the refund should you wish to offer one. 

[Nichola7]

Brilliant, thanks Andrew - I'll try that now. Thanks too for quick response! N

[Helen3]

Why are you refunding the guest for the night they didn't stay. @Nichola7 

Personally if the listing is as described I wouldn't refund the guest or accept an alteration, I would just advise the guest to cancel so you don't lose the second night fee.

[Nichola7]

Hi Helen,

Yes good point, thanks. I do have a moderate cancellation policy but don't always find it easy when a guest has cancelled last minute - although it hasn't happened very often. In this instance - you're right though - I could have suggested they cancel and then we'd have dealt with the refund-or-not question from their side - and perhaps it might have made them more aware of the impact of a last minute cancellation and therefore not to push for or expect a refund.  

Thanks! That's helpful for the future.

Nichola

[Nichola7]

Hi again,

Just to update on this as maybe it's useful for folk to know - I did change the reservation myself and there wasn't any option to offer a partial refund or no refund - the only option was to refund the whole night. I think the guest had airbnb fees refunded too as the refund amount was more than my nightly charge.

Hope that's of use.

Nichola