I own a home in a high rent area and pride myself on making sure my guests have an A+ experience. Which means I’m constantly working on my home to ensure it’s perfect for the next guest and their needs. I have a strict cancellation policy but have still had people ask for refunds. When I first started I did refund because the person said they would rebook but almost a year later no sign of that.
Most recently, I’ve offered to credit the guest on their next booking with me. One person is upset about that offer and the other has been as sweet as honey. I really feel this is a fair compromise and above and beyond because per my policy, I do not have to do anything.
My question: if and when these guest request a refund if I do not reply am I penalized for not responding? Also, once I responded and then AirB&B called and asked me if I would consider a refund. I felt bullied. If I have a strict policy and choose not to refund, why aren’t they supporting me?
Has anyone else encountered similar situations? What special offers do you have to soften the blow if any? Thanks in advance for your advice. I put my heart and soul into this and every penny goes back into this house to pay the property tax, loan, cleaners, new sheets, etc. It’s a business, I can’t afford to have people tie up the property and then cancel. Every booking is important and the competition is high. There must be 500 AirB&B rentals in a 4 mile radius of me.
Thanks in advance for your time.