Guest asking for partial refund

[Sheree22]

I had a guest coming in tonight and staying until Sunday and I get this message “Something has come up and we will actually be checking in tomorrow. Is there any way we can get a partial refund for tonight?”. My issue is that this is a Friday night, which we are booked out way in advance and so I could’ve rented tonight out. What is the best response to this? 

[Ian-And-Anne-Marie0]

@Sheree22 Is it your fault they can't check in on time? No. They booked, they pay. 

Just say sorry, you can't rebook the space they have reserved but you look forward to seeing them when they arrive tomorrow. 

Alternatively they are allowed to cancel completely and receive a refund according to your cancelation policy.

[Sheree22]

Thank you for the advice! 

[Sarah977]

@Sheree22  "Hi XX, if it was several days out, I would be happy to refund if I could get another booking for a night, but as this is last minute with no chance to rebook, sorry, but unfortunately I can't. Looking forward to seeing you on Saturday."

[Sarah1349]

Hi @Sheree22! If it is possible for you to accept a last minute reservation, I would tell the guest you can issue a partial refund IF someone books for the evening so you can make up the lost income. (You could even just say this as a little white lie and have no intention of accepting anyone, but you didn't hear that from me!) This at least gives the impression that you are trying to work with them. 

[Sheree22]

Thank you!! 

[Kelly149]

@Sheree22  I’m sure youve already had to resolve this so...

just as as a thought exercise: You have every right to say No. 

however, this guest is coming & they will be reviewing you. Is the Friday night payment worth the potential damage they could do to your stats? For some the answer would be yes, some no. 

Are you concerned that if they feel like they “wasted” money will they take it out on your place? Not careful, jack up AC, run water, whatever. 

Is there a mid-point compromise that would make them feel better about it?

or they already seem kind of clueless maybe they’ll be lousy either way so if you keep the money at least you have that. 

My rental is VERY VERY VERY weekend centric and I don’t do 1 night reservations, so I for sure wouldn’t let someone tie up my calendar for 2 nights and then only pay for one. BUT I might offer that they could stay Sunday night instead (if I have the availability!!) knowing that they’ve likely got to get back home anyway. 

Please let us know how it goes!

[Sheree22]

Thank you everyone for the advice! I did say that if I was unable to have someone stay Friday night, I would offer a partial refund of $20. I was unable to fill it Friday so I did refund her $20.  She was very grateful for that little bit and left everything in great condition and left a good review. I appreciate everyone’s input on this! 

[Kelly149]

@Sheree22 that sounds like an ideal outcome; thanks for the update!