Refund due to travel issues

[Julie294]

Guests arrived a day late due to flight delay. Airline paid for overnight stay at airport hotel, they are asking for a one night refund from me, we had gone to airport to meet them and bought in breakfast supplies for that day, is it usual to refund in this case? Any guidance would be appreciated

[Sandra126 · Accepted solution]

They need to take it up with their travel insurer. Really not something you should refund for.

[Andrea9]

@Julie294

Shows the kind of ppl they are - trying to eat a double meal.

Their travel insurance would cover the lost night anyway. Wouldn't surprise me if they'll try to claim it even after a refund.

Personal opinion: I think the request is extremely rude and inconsiderate after getting a free night in a hotel.

If you feel not refunding would harm your business you could always deduct your extra costs for the breakfast run from the refund.

[Sharon114]

I don't think they are entitled to a refund.  You obviously did everything to assist your guests and their arrival and regardless of whether they had a night in a hotel (paid for by the airline), they were technically a 'no show' at your place.  They are being unreasonable and, if it were me, I would say that under the terms of our cancellation policy we are not able to refund the first night.

After all, they are not out of pocket are they?

[Trinity-And-Cristina0]

I don't think they should. they stayed in a hotel for free, so it balances out in my book 😉 what are your booking policies (strict, moderate, flexible?)

[Helen3]

Hi Julie

I think it's outrageous for your guest to want to claim a refund, when the airline has already paid for their overnight stay - they aren't out of pocket in any way, but you would be if you offered them a refund.

Simply confirm with them (through BnB messaging) that in line with your cancellation policy that a refund won't be able  - but that you are glad that their airline acommodated them free of charge due to the delay, so they won't be out of pocket.

By the way, I  hope you charge extra for the service of going to collect your guests from the airport.

[Gerry-And-Rashid0]

They are having a laugh - look up the compensation they are able to claim under EU regulations for a cancelled flight. Plus they surely have travel insurance.

Having said that...we had a similar case a few months ago. The couple were a day late arriving. They did not ask for a refund but we said were were giving a partial refund anyway. We refunded 50% of the nights accommodation - and they also claimed €250 each from their airline. They were happy students! And we got a great review too.

[Alex55]

a guest is arriving one day later than booked due to flight change. She is requesting a refund for one day. What do we do as we have turned down a booking that would have overlapped by one day

[Helen3]

As already indicated in the replies above, tell them no. You reserved the accommodation for them. It is unfortunate that the airline changed their flight but that is something they will need to take up with the airline not you.