I booked a guest in December right after Christmas (non-refundable) who informed me the day before check-in that her brother-in-law had just passed and she would need to attend the funeral. Whether or not I was obligated to do so, I accommodated her by rescheduling for 2nd week in January. She is set to check in tomorrow but snow is predicted for the morning she is supposed to check out. Since we don't know what time it will start--2am or 10 am, she doesn't know if she could leave in time. We are in a very rural area so roads would be treacherous. She said she might need to reschedule again. I offered for her to check in earlier tomorrow and leave the evening before the snow is predicted. She is planning to do that but is keeping an eye on the forecast. She still could ask to reschedule.
Technically, a non-refundable booking is not eligible for rescheduling, correct? I understand the unusual circumstances in both cases but should I reschedule her again? And if so, should it be penalty-free?
She got her initial reservation on a 20% discount for at least one of the days. Also, I have increased my booking fee since the first of the year. So if I do re-schedule her, would I do it for the 2023 discounted rate? She seems like a very nice lady so I want to be a good host without hurting myself.
