client did not like what he saw and requested not to stay

[Peter545]

I was told that it was not what they expected.

[Lawrene0]

How discouraging for you. What is your question, @Peter545?

[Peter545]

Is this a canellation? I arranged alternative accomodation.

[Lawrene0]

You have not received notice of a cancellation, @Peter545? Whatever you do, do not cancel it yourself. Then you will have penalties and a fine on top of losing out on this booking. 

If the guest wants to cancel, they will have to do the cancelling. Do not agree to a "guest wants you to cancel" message, though - the guest can cancel without you agreeing. If you agree to "guest wants you to cancel" it will be as if you cancelled yourself and it will result in those penalties.

The guest needs to cancel, and you can stand firm on your cancellation policy, or you can give them a refund if you wish. 

The fact that they did not find the place as they expected is not your fault, unless you are showing something completely different in your photos. It seems you, and your reviewers, are clear that it is a simple and rustic home. 

Does this help? Let me know (by putting @ in front of my name) whether this is what you meant, or it was something else. 

[Peter545 · Accepted solution]

Thanks @Lawrene0 for the info on cancelations and how to. The client accepted the new accomodation and agreed to stay.They told me later that because there was construction of a wall on the adjoining property they did not want the noise.