Hello All-
Would so appreciate any input on this situation-
Had a very sweet couple book my house for a 3 night stay. Mid-day on day 2 I got a text saying they had had a medical emergency that morning and needed to leave and would not be back (the stay was not cancelled, they just left)- I felt so badly, offered them 2 nights stay credit in the future or a partial refund. Some time later they responded saying that, on consideration, coming back would be traumatic, so they would like a refund. I gave them a partial refund (around 50% of the booking), but got the sense that was a disappointment as they never acknowledged the refund. I had sort of thought I wasn't obligated to refund them (so, you know, a brief 'thank you'), but maybe I am wrong?
So curious how other hosts have handled emergency guest departures after a portion of a stay has been used. Trying to find the balance between being kind and running a business.
So appreciate any input!!
many thanks, pamela