Last minute changes from guests
I am new in booking and I was receiving last minute changes from the guests and I have to say how difficut it is, because it always depends on the client...some people accept that if you book a room for 2, but the day of the check-in only 1 person is presented saying that the other one could not came, and if it is possible to make a discount...so, it happens to me twice and my policy is the same for everyone, not my fault. The problem is when a guest threats to leaving your property and make a bad review, it force me to be flexible with their demands...
What to you do with last minute changes??? I want to be flexible but, at the same time, respect our own policies, being fair with everyone...Thanks!