Last minute date change

[Justine336]

Hi all!
I have a guest due to arrive in 3 days for
a 4 night stay. She messaged to say a relative has passed away and she may need to change the dates due to a funeral. If I allow the date change to later in the month, it’s unlikely I will fill this booking as it’s last minute. 

I have a strict cancellation policy. 

How lenient are hosts with this kind of request? I don’t want to be heartless but I also don’t want to be $600 out of pocket. 

Could I suggest that she cancels and if the booking is filled with another guest then I would refund her?

I’ve had a few requests for cancellations for various reasons recently - sickness, can’t travel due to various reasons. I often give them the benefit of the doubt and am lenient especially if it’s just a 1-2 night stay but 4 nights will take a big hit for me. 

Thanks for your thoughts 😊. 


[Helen3]

@Justine336 I would say you are sorry for her loss. That if she's no longer able to stay she could cancel the booking and her cancellation will be processed under the cancellation policy she booked under. 

you can suggest if she wants to submit a claim under her travel insurance you would be happy to confirm details to her insurers . 

you could offer if she cancels and any dates get rebooked . Once the new booking has taken place you can consider a proportional refund

do not agree to move the dates 

[Dawn241 · Accepted solution]

@Justine336 We had someone book, then want to change dates due to elderly mothers surger, then they ended up canceling anyway. 

2 options-

tell them to cancel and they will be refunded based on your cancellation policy. 

since they haven’t checked in yet, just tell them to cancel and you will authorize full refund. This is what I do. If they want to rebook later on they will since there won’t be any hard feelings if you give them full refund. 

[Bhumika]

Hi @Justine336 , Hope our members suggestions have helped you make an informed decision about the booking. Did you eventually cancel and refund the guest?