trouble with guest before arrival

trouble with guest before arrival

I have a guest who booked a week before her arrival date. She now wanted to cancel  (three days before arrival) because she did not read our listing properly and says she required in-suite internet. (our building is new and not wired yet) I remind her of my policy (which she saw at booking) no refund within 7 days. she asks to change to 3 nights instead of 7. I have a 5-night min (due to costs) and I offered her that. she declined. Now is saying she will stay and I am very sure will write negative reviews due to her attitude towards me. what can I do? I wish now I had said yes to 3 nights and lost the money... any help appreciated

2 Replies 2
Marzena4
Level 10
Kraków, Poland

@Casita1 If you don't want to spoil your ratings, offer her a refund and allow her to cancel, even with a full refund. It depends what you value more - money or your ratings. Or try to accommodate some of her needs. Guests do not want to hear "no" all the time.

// "The only person you can trust is yourself"
Marit-Anne0
Level 10
Bergen, Norway

@Casita1

Perhaps you can offer a portable wifi with the mobile network and a sim-card with data plan ? 

Do the maths on the costs and see if it adds up.  

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