hello @Angela1583 @Allen65 @Emilia42 @Alexandra316
I decide on a case by case basis when I've had Guests request a refund for their cancellations.
@Angela1583
Perhaps in future where a guest has made a "mistake" with dates they have booked ask them which dates they were supposed to have booked and amend the booking.
It sorts the wheat from the chaf if the person is genuinely telling the truth or a porky.
It also saves a cancellation.
I had a guest who genuinely was unable to come so rather than cancel the booking we sorted it mutually as I offered her a night to come in and stay without charge in future rather than a refund - she knows simply to send me an 'enquiry'.
One must be firm if one knows someone may be trying it on.
Stick to your cancellation policy and as the others have said, if you are able to get a replacement booking maybe offer a partial refund because there's also your time in preparation, answering queries, changing your schedule etc to accommodate the Guest when you may have been doing other things.
One must remember acts of Goodwill and Good faith & the flow on impacts of what the said guest may or may not say about their experience with you as an ABB Host.
Check the guest background profile online and see what the potential flow on impacts may be in the longer term.
A very experienced long time operator of a Bed and Breakfast once said to me not to offer a refund as it's included in Terms of Service and helps pay the bills.
It's important to keep all communication open and friendly.
All the best