cancellation- but just arriving late

[Lisa164]

I have two girls coming today and they are arriving two days late. I can tell they are high maintence- vegan, gluten free-booked for a seven day stay and then after booking 7 days (which is a discounted rate) wrote an email that said they wanted to only stay and pay for 6 nights/ but wanted to leave at 10-11 pm that seventh night to make their red-eye and would I give them a refund in cash for that 7th night. I said fine to all this- yes I know- probably my first mistake.

Well they were suppose to arrive two nights ago but then contacted me at the last minute and said they were going to arrive today instead. I know based on my previous interaction with them that they are going to be asking for a refund for these two nights as well as for the seventh night when they are checking out so late. My refund policy says 5 days notice so I'm within my rights not to give them money back for those two nights.

My question for the community is this- If I stick to the policies and hold to the rules and they then get mad and write a bad review is there any way to get that removed once it is posted? I just see it coming and I've reached my nice-joyful affable-self limit.

[Sara2]

Stick to your guns with a smile and vegan gluten free no u don't cook meals

[Kalliope0]

You should not return the 2 night's stay worth of money. The reason is this:

Even if they didn't come for the first two nights, having made a reservation/booking with you for those nights, means that they essentially made it impossible for your listing to show as available for other prospective guests and impossible for you to capitalise on that. So, this would be two night's worth of money that they prevented you from earning. If there were no extrenuating circumastances for them to not show up, you should not return those 2 night's worth of stay. 

As for the final night, it's up to you. If I didn't have another guest lined up, I would be more strict with their check-out time. And if they could not leave within your designated check out time, then they should pay for that final night on the same grounds as the first 2.

My two cents.

[Clare0]

@Lisa164 I agree with @Sara2.  These gals booked your place then changed their plans.  You held up your end of the bargain, so no, I wouldn't refund one penny.  

Keep in mind that you can always respond to a negative review.

[Gerry-And-Rashid0]

You've learned the lesson already - so as the others say, stick to your guns.

Also, if they want to make any other changes to the booking then ask them to go online and send a change request through to you. That way it will mean your cancellation policy is applied in every case.