Can someone help explain what is happening here?
Tonight I received an email from a guest who was scheduled to stay with me on the 26-28 of December.
Their dog has become ill and needed surgery. Accordingly, they are unable to travel. The guest requested a refund.
I have a "strict" refund policy. Normally no refunds.
However, due to the medical emergency, I told the guest that they could have a 100% refund.
I went to cancel the reservation myself. I received a message that said
Don't cancel for your guest. If you cancel:
The cancellation penalties will still apply.
Try asking Alicia to cancel instead. If they cancel, you can still offer a refund.
So, instead of cancelling, I asked my guest Alicia to cancel. Then I received an email from Alicia saying that she cancelled the reservation but would only receive a 50% refund due to my strict refund policy.
This all makes no sense to me.
How can I get Alicia all of her money back? I don't like giving refunds; but, she has a legitimate medical emergency and I promised a full refund. What can I do to get Alicia the rest of her money back?