How to Respond to a Guest asking for a full refund even thought I have a strict cancellation policy

[Heather57]

Hello Community,

I have a guest that is scheduled for July 18th through August 31st.... that is 44 nights and over $5,000.  This is acutually a company that is booking for an electrician that will be in my area for a extended period of time.  This is the email I got from her:

Hi Heather, We're looking at canceling the 2nd Pool House reservation for Mike, 7/18 – 8/31/16. Unfortunately, it’s just not a good fit. He said the AC doesn’t work all that well and the shower is quite small, and the bed is uncomfortable. After a long day in the sun he just wants to have a cold room and a regular size shower with a comfortable bed. I just saw the termination policy and was shocked at the amount we'd lose. Any chance you could help us out with that? Please advise. Thank you Heather. Sorry for any inconvenience. Regards,

The thing that bothers me is.... the guest TURNED off the AC during the day... so for 8 hours while he was at work, it would bake in the sun...  Also, I have never had a compaint about the bed being uncomfortable, and we have a matress topper in the closet!  I reached out to the guest during his stay to see if everything was to his liking, and he never responded.

THE PROBLEM:

Since he stayed with me for 2 weeks, they still have the ability to post a bad review until the 14th of July....  I have already posted a positive review of the guest...  So if I stick to the strict policy, I am setting myself up for a bashing.  If I refund them the money, I am out $2500.

So, this is what I sent to her:

(Her Name),

I am so sad to hear that Mike was not 100% happy with his stay. This is the first I am hearing that the AC isn't cold enough, or that the bed is uncomfortable. I do wish Mike had informed us, so that we could help make his stay more comfortable. I reached out to him twice after checking in to see if he was happy, and never heard back.

As you can imagine, it will be hard for us to fill the apartment for all of those days with such short notice. We would have lost the past month of guest searches, which is why we have a strict cancellation policy.

I do want to make you and Mike happy, and would like to find a compromise for this situation. What about...

In an attempt to make our listing a better fit, I would suggest that Mike leave the AC on during the day. Since he turned it off while he was at work, the apartment filled with hot air from the sun, and Im sure was not quick to warm up. Leaving the AC on during the day will keep the listing cold for him. In addition, we have a mattress topper that is in the closet, available for guests. I would be happy to place the topper on the bed for Mike before he checks in to make the bed more to his liking.

Would this work for you? Or is there another compromise you would like me to consider?

THE QUESTION:

Should I just offer to refund her the money?  Should I offer to refund any money above the $2500 I get to keep, if the listing is rented on the days they had booked?

Should I just assume I am getting a bad review no matter what and stick to the strict refund policy?  What wording should I use in responding to her?

UGH, help please.

[Gerry-And-Rashid0]

Stick to your guns - you have made an offer and asked them to respond.

Your second approach if they decline should be to ask him to cancel and you will happily repay any nights that you are able to resell. It is up to the company or person booking to read and understand your booking terms and conditions including your cancellation policy.

I would feel less sympathetic towards a company paying for accommodation costs than I would to an individual.

As for a bad review - they can only be factual and you can be in return, you can also have the opportunity to respond to their review (as a public comment) - where you can briefly outline all the suggestions you put to them, including if you wish offer to repay any nights sold.

[Heather57]

Thank you, I appreciate your response.  I agree.  At this point I am going to wait for them to respond....  And if they are still unhappy I will work with them to refund any nights I am able to resell.

Heather

[Stephen207]

Hello can one advise . 

I took a six week booking my first payment from air B and B is well short , is this because I will get another payment next month or should I have got the full six week payment in one go .

i am new to air B and B