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guest aks for free cancellation but my terms are 50% to be paid

Dear Members,

i´m now second year with booking, have a good reviewscore and no cancellations so far.

One of our guests aks for free cancellation.

Our terms and conditions don´t include free cancelation as there are sveral reasons.We have to plan poolguy, cleaner, contact person for keys and so on in advance to a guests arrival as we don´t live close to our apartments.

The guest didn´t mention any reason.

I am not a greedy person, so i am happy if i can give him free cancellatio but i do not want to have an empty appartment.

He booked an Apartment for 6 Persons in highseason July/August. I hope someone elese is going to book for that period but i can´t tell for sure.

Booking just asks if a accept free cancellation or not, what would you do?

Usually i would stick to terms and conditions with 50% cancellation fee and IF someone is booking that period refunding 100% but i couldn´t find that option on booking or am i missing something?

Kind Regards

Zorka

24 Replies

7
pibomarco

Well it is still an early cancelation and if you are saying that it is a high season, I think it won't be a problem to resell your room.

In this case I usually offer the guest a free cancelation.
You can also offer the guest, that you will make a refund of the cancelation after you'll receive a new booking for the requested dates.

And also my last method: They did book via Online Agency (Booking.com) and not directly with you. So which means you are paying big commission to booking.com that is why you are less fleksible with cancelation policy. You know what happens If you get overbooked, or you are not able to accomodate the guest even if its months prior their check-in, you will have to pay the commission and find them another accomodation for the same quality and same price or you will have to cover the gap for a more expensive accommodation. My filosophy is if Booking.com is strict to us (the hosts) we can be strict with our rules to the guest too.

The funny part is also, when I declined a free cancelation fee, they then decided to stay anyway..
So they either found a better or cheaper accommodation.
You can also offer them a 50% refund?

It's not your fault so it is up to you what step will you took. If you are into money, jsut take the cancelation fee then. :)

1 year ago
2
Zorka AL

Thank you pibomarco! its almost the same thoughts like my wife and i have.

They booked via Booking.com. If i don´t find another guest and charge them 50% and they don´t show up, can they rate my apartment?

1 year ago
7
pibomarco

As far as I know, if the booking is canceled, the guest can not leave a review. He wasn't staying there so he can not give a "true" feedback.
In case of a no-show, you just have to mark the booking in extranet as a no-show, so the booking will be canceled.

1 year ago
5
David

As mentioned Booking.com are strict with partners so I always stay with my terms and conditions and charge cancellation fees especially if you are at the budget end of the market.

1 year ago
2
Zorka AL

Still waiting for a response from booking.com to understand it completely but maybe you guys ca help me:

So i get 50% of the money from that guest but still loose 50% if i stay with my terms and conditions - right? Can i rerent for the same peroid on booking or is it blocked for that period?

If i accept cancellation, is it immediately available for a new rent?

1 year ago
5
David

As the guest officially cancelled via booking.com yet or have you just received the e-mail asking for free cancellation?

1 year ago
2
Zorka AL

So far i just received an email asking for free cancellation..

1 year ago
5
David

This is where things can get messy

The guest as requested free cancellation only, so technically until he actually cancels the room then the booking is still active.Some guest become very difficult and will not cancel if they are going to be penalised and if he is going to just lose 50% then he might just keep the booking active until the very last minute.

1 year ago
5
David

Seriously and I hate to say this if the booking is a good few months away it might be worth you while letting this one go for free.Call Booking.com and ask the agent to call the guest to agree to this and the booking will be cancelled immediately.

It is dreadful that owners are held to ransom in this way. When a guest books and agrees to your terms and conditions Booking.com should not be allowed to let the guest ask for free cancellation because this is where the problem arises and the guest turns funny if they do not get something they did not sign up for FREE CANCELLATION.

1 year ago
2
Zorka AL

Maybe i don´t get it but in that case booking is not a good partner to me.. I want to give the guest free cancellation as i find a new guest and don´t loose money.

But until i find a new guest i keep the 50% payment like in my terms and conditions.. thats what we normal do if we have direct bookers..

So you suggest to accept free cancellation? In my opinion i then can redo my terms and conditions as they don´t have any value if they can be ignored..

1 year ago
5
David

You have to apply your terms and conditions that will work best for you.As it stands your guest as asked for free cancellation, seeing that you declined he might still want to come or he might be difficult knowing that he will lose 50% he might hold on to the booking knowing fine well he will not turn up.

What are your terms when the full amount becomes due? Are you in possession of the guest credit card details??

As said previously call booking.com and ask the agent to call the guest to find out if he wants to keep the booking,may be offer a reduced cancellation fee say 25% and then concentrate on getting the property re let

1 year ago
2
Zorka AL

1. so 50% works best for us. we are not fully booked but its the first out of 19 guests who want´s to cancel

2. I am not in possession of the guest credit card details as payments are made by booking they already charged the full amount from the guest.

3. They don´t reply my email since 4 days now. I am going to call them and post the reply here.

1 year ago
5
David

Hi the worry is why as the guest not cancelled already even though he as requested free cancellation.When does the other 50% become due?

1 year ago
2
Zorka AL

Booking took the whole payment (100%). It has to be paid immediately to book our apartments.

Why he didn´t cancel anyway: i assume he decided he changed his/her mind, found something different/better/cheaper i dont know, i didn´t have any contact with him/her so far..

If we accept free cancellation we have to hope to find another guest for same period.

Booking wants to call back as soon as possible, hopefully they are faster than with email..

1 year ago
7
pibomarco

What about in case of a no-show? Do you charge 100%?

I think you will be easily able to re-book the apartment in July/August.

1 year ago
2
Zorka AL

I didn´t have a no-show so far and hopefully won´t get one soon but I think in case of a no-show i charge 100% yes and as booking collects my money i don´t see any problems here.. won´t you charge a guest if he doesn´t show up?

1 year ago
7
pibomarco

There is nothing much to do. At least you are "secured" from Booking.com

When you receive a note about free cancelation, you either accept it or decline it. If you decline the free cancelation, the guest has a right not to cancel the booking, maybe he decided to stay anyway, or is little irritated because you didn't offer them a free cancelation and will be waiting till the last day before he canceles (that is why I've asked what is your policy regarding no-shows).

In your case i think it would be esier to offer free cancelation. Booking will be canceled instantly and the dates will be bookable again.

I never had a no-show so far since I am using Payments by Booking.com.

1 year ago
5
David

Remember this guest could cancel the day before arrival and get his other 50% refunded unless you have a stricter policy.What is your full cancellation policy.

1 year ago
2
Zorka AL

Where can i check my full cancellation policy??

I hope its 100% charge..

Anyway we accepted that free cancellation..

1 year ago
7
pibomarco

Extranet -> Property -> Policies -> Cancelation & Prepayment policy -> edit

1 year ago
2
Zorka AL
  • The guest will be charged 50% of the total price if they cancel after reservation and the total price if they cancel in the 30 days before arrival.
  • We facilitate prepayment of the full amount from your guests before arrival, thanks to Payments by Booking.com. For more information on how we facilitate payments for you, click here

So if there is a "no show" or a guest wants to cancel i will get 100% or am i missunterszanding?

1 year ago
5
David

Then don't offer free cancellation. If the guest have paid Booking.com then your money is safe you are in a win win position If the guest does not cancel and does not show up you will get 100% of your fees

1 year ago
7
pibomarco

That is quite strict (which is good) policy. I didn't even knew that it was possible to set it like that. I'll update my policy too. :)
In this case you could easily decline free cancelation.. worst case scenario is that you would have an empty room, but you would get paid anyway and 30 days should be enough time to rebook.

1 year ago
2
Zorka AL

Too late, we already offered the guest free cancellation. As it was not possible to communicate with the guest (didn´t answer any mails) we have be afraid to get a bad review if we force him to stay. I hope we find a new guest .. :)

1 year ago