Non-refundable

[John9442]

Good afternoon,  

Looking for advice.  I have a guest that booked non refundable for 2 nights in June. They asked me to call them last night and they asked to cancel the reservation.  How are you handling these kinds of requests?

 If we don't grant their wish and cancel the trip,  will they still be able to leave a bad review?  

Thanks in advance.  Any information is appreciated.  

[Shelley159]

The guest won't be able to leave a review if they cancel the trip before the day of arrival @John9442 (if it's cancelled on arrival day they can leave a review in some cases).

You could say that you'll refund them if you're able to get another guest in their place (there's still plenty of time). 

My concern (other hosts may feel differently) is always that a guest who doesn't receive a refund may decide to keep the booking. And then they're unhappy with the listing even before they arrive ...

Whatever you do, make sure YOU don't cancel. If the guest wants to cancel, they should do it themselves. Host cancellation is serious and will hurt your listing.

[Kitty-and-Creek0]

@John9442 

I don't want any guests here who don't absolutely want to be here. I understand the value of word of mouth recommendations, which is very important to me and the success of my business. I'd let them go, treat them as I would wish to be treated in the same situation. Easy stress reduction for everyone involved, and dates open for some other people.

[Helen3]

Sounds like they called you to try and circumvent the cancellation policy they booked under. 

personally I would suggest if they go ahead and cancel via the platform this week you'd be happy if you get a replacement booking to refund for any days rebooked . 
'
@John9442 

[Paula]

Hello @John9442, thanks for sharing this in the community. Hosts have shared their opinions; have you had a moment to read them?  

Looking forward to hearing from you.