Cleaning fee refund after guest cancelled on the day!

[Adele97]

My guest who cancelled on the day they were due to arrive are asking if I will refund the cleaning fee because they didn’t arrive! I have the moderate policy set up. I’ve been paid and he’s got refunded what he is due but he’s going to send a request for the cleaning fee to be refunded. Do I have to refund him? He’s saying he’s lost a lot of money as he had to cancel last minute due to his work not going ahead (not my problem)! 

He has rebooked for next week and I agreed to do that at a reduced rate for him.

Because he’s rebooked he will get the opportunity to leave feedback. I feel like he’s forcing me to refund him the cleaning fee otherwise I’m in for a bad review even though I offered him a reduced rate for his new booking. I don’t want to get into an argument with him but I feel he’s taking the Micky!

[Jeff158]

@Adele97 

In my opinion he should get the cleaning fee back, he never stayed, he left you a nice review and you left him a nice review.

[Emiel1]

@Adele97 

If the guest just wanted to change the reservation, why then cancel it first and rebook again ? The guest could have  opt for changing the reservation.

The moderate policy says:

"Cleaning fees are always refunded if the reservation is canceled before check-in."

Best regards,

Emiel

[Gordon0]

Are you sure this isn't the booking fee, @Adele97? And has been said, this could have been avoided if he'd simply changed the reservation rather than cancelling.