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Refunding a guest with a non-refundable booking

Hi there,

Due to the coronavirus crisis, the owners have decided to close down the house permanently. I have sent cancellation requests to all of my guests, so that I can close my account. One of my guests has emailed me because she had a non-refundable booking and has been informed that she will not be refunded even though the cancellation was due to the coronavirus, and not her fault. I would appreciate it if you would refund this guest in full.

Booking No: ***

Kind regards,



You have posted this on the partner forum so it is not possible for us to help with a refund issue.  It would be better for you to contact the help team using the Inbox icon on Extranet.