HI,
Relatively new host here, looking for some advice. We had a guest book way back in November for a NYE stay at our house - it's in a ski area. They went with a discounted/non-refundable rate when they booked. Anyway, they had to cancel since a member of the party was ill at the time and they were not comfortable traveling. Since it was nonrefundable we offered to move their reservation to an innocuous date to keep everything as-is to allow us to rebook the date, and to all them to rebook their trip at their convenience and not lose any money.
In the month since the cancelation - we have booked out most of the winter and there is no weekend room, I have sent them three messages mentioning that since this was a non-refundable rate, that they would have to either:
- initiate the cancelation, and the we would refund 75% of what they paid of the room rate
- use the house at the new date
- pick any two nights in the future to use
She has not responded to three very detailed messages asking for very implicit responses, at all.
Am I right in thinking that I should NOT initiate the cancelation myself, correct? I am not that worried about the dates they have a hold on right now (they are for next Monday and Tuesday, and the place typically rents just for weekends in ski season). But if she does not respond by this Wednesday I can not host her as I will miss the deadline to register with my community office.
What should I do?