Cancellation

[Marko322]

The guest stayed at my place for 3 days, but was supposed to stay for 8. Then he sent me a message saying that he wants to leave because he is very sensitive to insects and he saw a lot of bugs around the house and in the adjacent tavern used for entertainment. He saw a few spiders and flies and said that he would like to go to a hotel as they are very frightened. However, he will stay for another 3 days and then go to a hotel for the last 3 days, and he is asking for a refund for those last 3 days. What should I do?

[Dawn241 · Accepted solution]

Depending on your cancellation policy, guests can cancel mid reservation and get a partial refund. We had this happen once, the girls were young, booked 2 weeks, and then realized we weren’t walking distance to the bars. So they called air cover, made up a fake safety claim about the outdoor only bug guy looking in the windows (I told them the night before he was coming, they weren’t even home when he was there), stayed 2 more nights, and then canceled their reservation and got a partial refund. 

so here is what I do to avoid this ever happening again. I choose FIRM cancelation policy which doesn’t allow any refunds after checkin. I also promote and honor full refunds if the guest doesn’t check in because let’s face it life happens. I call this my custom cancellation policy- full refund if they don’t check in, no refunds after they check in. 

so for you- check your cancellation policy, if it’s anything less than firm, tell the guest to cancel their reservation (you can’t do it for them), they will get a partial refund based on the cancellation policy, the dates become available again so get it cleaned and ready for the next guest and move on. It’s not worth a bad review or worse a phony aircover safety line call. 

hope this helps. 

[Marko322]

@Dawn241 Thank you a lot.

The guest decide to stay.