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difficult guests left immediately and want full refund

Hi, we have a ski chalet and had some difficult guests - they claimed it was too cold and insisted on leaving.  There was no technical problem with the heating and we offered logs for the fire and storage heaters for the bedrooms but they refused to stay and want their money back. According to our policies they have no right to a refund.  it was too late for us to try and re-sell the week so if we refund them we will be out of pocket.  What is the reasonable thing to do?

11 Replies

1
Bookings

Dear ChaletleJoyau

Apparently you have done nothing wrong, if there were no technical issues you should not issue a refund, you will get a bad review but you probably will get a bad review even if you give a refund.

The guests chose to leave, you did not chase them out.

May I suggest two things?

1) preheat the chalet before the guests arrive

2) do not give a refund but offer the guests to come back at another date

I hope this helps

Best regards

Sylvain

1 year ago
5
Graham Fisher

I suspect a Poor Review is a given on this one... if your cancellation policy said full payment in advance - keep the money!

1 year ago
3
Waikoninihomestead

I would not give them a refund and would mark them as a no show and then they cannot give a review. It would be good if both the host and guest give a review. If the host gave a review it would stop some of the bad behavior and unreasonable reviews.

1 year ago
1
Savitri

Guests left immediately, asked for a refund and I gave it. Do I have to pay Booking.com commission still? Them I'm really out of pocket.

Hi! Would appreciate advice from your experience.

Guests left, saying on the phone that the AC didn't work, but our manager heard it switch on. They said the wall in the kitchen was dangerous and stupidly I fell for it and said they could have their money back etc etc.

My manager said - ask them to send you a photo! Obvious, but I didn't. What can I do? The complaints are totally unfounded and I learned within the hour they had met friends en route and all decided to stay together in another place.

Do I have any come back on this?

Savitri

1 year ago
5
Graham Fisher

If you said that you would refund their money - I think you have to honour this; but I would also mark them as a "No show" on Bdc if you have time - since they did not stay with you... but I suspect the chance for this has long gone.

I would advise Bdc Customer Service that they did not stay; you have given them a full refund and therefore should not pay Bdc commission - they are quick enough to ask for a "free waiver" when guests want to cancel - this is your turn...

1 year ago
1
Chaletlejoyau

Quick update on our situation - which is stil running - I initially said they could have a refund but like you discovered within 30 minutes that their complaints were unfounded and so retracted that offer while they were still in the chalet (they still had the keys at that point). We have stuck to our guns, and booking.com supported us in this since their policies said we are not required to give a refund. Try calling them, they are very helpful - in the end of the day they need to keep property owners happy. I marked them as a "no show" and then BDC got in touch with both them and us to find out what had happened, nobody left any reviews for anyone as

As for our guests - we refused to refund the rental price (we did refund them for extras such as linen hire and so on) and offered them the opoprtunity to return in the future at a week of their choice, subject to availability at the time. They have chosen not to take up this offer and still insist on a cash refund. We are sticking to our guns, the last email from them threatened legal action if we do not refund them in cash. We will see where this goes.

Good luck Savitri, sometimes guests do try it on and its worth being firm.

1 year ago
1
Savitri

Thank you SO much! This is very helpful and I don't feel quite so 'at the mercy' of every guest. I have to confess - I felt rather 'vulnerable' as I'm in another country and thought I needed to honour every comment incase Bdc came down on me!

Firm but fair to find out the actual situation.

1 year ago
2
Felipe

Some guest build sometimes expectations or have seen another place cheaper at the last minute and find excuses to cancel and put the fault on you ... as some other property owners have said I would have not given the refund (as you say too late to find someone else and get some incomes) and as they did not stay mark as NO SHOW to avoid a bad review as it happens sometimes link to it.

10 months ago
1
Info

I have difficult guests occasionally and I would refund them fully because I don't want them in my home. 99% of people are wonderful but the 1% of people drive me crazy.

4 months ago
5
Graham Fisher

Just 1% Info - you are doing very well, give thanks to the good Lord that he is keeping it down to that level!

Most are not difficult in a deliberate sense, but some of their requests leave you scratching your head and wondering whether it is you or the guest that is mad...

4 months ago
2
Felipe

On our side we do not consider refunds in the case that you mention as we have block the dates for them on our agenda (like a seat on the plane) and release at the last minute for a guest that is not Gold or Premium (to say something) does not make anysense. Obviously if we can mark as a NO SHOW we will not get a bad review and if he decide to stay we allready know what will happen on a review point of view. And I should say that you are lucky with only 1% as on our side we face more than that.

What make me fell afraid is that some Guests in Spain when they do not like your property and have to stay some of them start to keep the keys, break something, stole something, pie on the matress on purpose etc etc etc...

I ask a security deposit (either by cash or with credit card) but sometimes you still do not see everything in due time ...

And to get the security deposit is most of the time a challenge as they start telling you that is allready pay (the stay itself) and they do not understand or are not willing to ...

And as you say some of them take legal action but instead of using the court way (so the defense part can ask for a compensation if you win and it is still a risk) they use the admin (at they do not care about companies or small "buissnesses") way so they have more chances to win and bother you like hell.

And now Spain with the Social Governement (and before it was not much better but now it will even be worst) is even more as they also come with the fact that there is less flats for people to rent on a year base and try to regulate prices, not giving licences etc etc etc ... in order to "force" you either to have the property empty (no getting any revenue but for the property TAX no problem ...) or to rent and have a high rate to face unpayment and the flat to get destroy. And to "push them out" you spend monthes and have to pay a layer and some "admin fee" ("Procurador" in Spanish).

Welcome to Spain ...

4 months ago