Guest refunds

[Lawrence96]

I have a guest that made a reservation for 4 adults and 1 child.  It turned out to be 7 adults and 6 children.  They stayed one night of two, but decided to leave because more family was coming up and I told them that I could only accomodate a total of 6 people (as the listing says).  I have a 2 day minimum stay policy and a 3 day cancellation.  She is asking for a partial refund. I told her about my booking policies, but she still wants a refund.  Do I need to give her a partial refund?

[Rachel177]

@Lawrence96 not sure if you've resolved this.

My advice would be not to offer a partial refund, unless you were able to fill the vacancy caused by the guest leaving. The guests have clearly ignored your listing & you shouldn't compensate them for breaking the rules!

And make sure that you review them appropriately to warn other hosts of their behaviour!

[Sandra126]

@Lawrence96Refund? They need to pay you more if more guests stayed. How did you accommodate 13 in a listing of 6 max?

I actually turned away my first ever set of guests recently, booked for one, turned out to be four adults and two young children. I have a legal max of five and no children under school age. I accepted one couple, the other four went to other accommodation. I will absolutely, definitely not exceed my max.

[Fran2]

Do not refund! Point out to her that the charge for the extra 8 people would exceed the night’s refund she’s requesting!

Using an Aussie coloquialism  “Tell her she’s dreaming!”