Hi
I've had a guest who was due to check in today at 14.30 but text at 15.30 to say they've had an issue back home and have to return. They didn't elaborate on it and did say they understand they will loose their money.
However, In terms of cancellation, do i need to encourage my guest to cancel the reservation through the site or can i accpet the text as cancellation? Im concerned it will affect my review scores negatively if the guest will be unable to leave a review as they didnt stay. Is this the case that a guest not leaving a review but through the site looks liked they've stayed affects your score negatively if that makes sense?
If id had notice earlier or it was a quiet weekeday they had cancelled i would offer to change their reservation to an altertnative date but at short notice i'm unlikely to get another guest for this evening and feel im loosing out. I am usually booked for fridays and saturdays and had this booking for over a month. I had also gone to quite a bit of effort for them as my guest let me know it was their joint birthdays they were celebrating, so had put up some bunting and a few balloons and made and laid out a cake with candles in the kitchen for when they arrived.
Many thanks community!