Should I contact a guest who cancelled?

[Daniel14855]

Should I contact a guest who cancelled hours before check in with no explanation?

Thank you!

[Shelley159]

Hi @Daniel14855 

Even under the most flexible cancellation policy you'll keep the payout for the first night. The other nights will be refunded if you have 24-hour cancellation (but on your listing you seem to have a stricter policy).

As the guest canceled (not you), the nights are available for others to book.

You're in a good position. I don't see a reason to contact the guest - they chose not to give an explanation when they canceled.

[Daniel14855]

Thank you Shelley!

[Lorina14]

@Daniel14855 

I don’t contact guests if they choose to cancel. Many do however send me a short note letting me know they are sorry but plans changed, they had more guests and need to find a new larger rental, or had an unexpected family/pet issue, etc. I always thank them for letting me know and say have a great trip to the area!

[Daniel14855]

Thank you Lorina!

[Guy991]

Hello @Daniel14855 ,

Yes. In my opinion you should. 

I have a quick reply that I send when a reservation is cancelled without any explanation.

I say I’m sorry to see they had to cancel, hope it’s for a good reason, wish them the best, and let them know we’re here if they need anything.

This often encourages guests to reply and share what happened.

One guest even rebooked with us later in their trip.

Some cancel because they found a better last-minute deal, but others do it because of illness or financial issues. It’s a kind message, and having it saved makes it easy to send.

[Patricia2526 · Accepted solution]

Hi @Daniel14855 

If you do choose to message them, keep it brief, professional, and without expectation. That way, you remain a courteous host while leaving the door open for future bookings.

[Daniel14855]

Thank you Patricia!

[Elisa]

Hi @Daniel14855 😊, 

Thank you for asking this question here!

I’m glad to see lots of great advice from our hosts. What did you decide to do?
Are you going to contact this guest?

Warm regards 🌻,