1

We have guests who booked on a no cancellation policy.

Now England has a 4 week lockdown the guest wants to cancel and have the booking fee returned. Is it best to agree so that we don't have a bad review? I have offered her dates in the New Year but she is insisting on her money back.


11
BrookAve

A non refundable booking cannot insist on anything... whatever the rate plan policy is , they agreed to on checkout on BdC.

 

However the final decision, and how to be flexible, is yours.

 

You have already offered them change dates,

 

Since they are not meeting you half way, consider:

1. Charge first night, refund balance 

 

Or 

 

2. Refund only 50%

 

Or 

3. Stand by your rate plan policy , and the conditions they agreed to when they booked it.

 

 

Kind regards, 

Be safe, be well

1
Graham Starmer

Thank you for your response, this is a really difficult time for us as we have only just put Meadow House up for bookings & have spent so much on renovating the property and now having to refund to stop bad reviews. 

11
BrookAve

Please don't look at as stopping bad reviews, as you can give your side too if they leave comments.

 

Based on what you have said I would suggest 50%, and don't engage further with them.

 

Assuming they prepaid via BdC,

 

Message guest:

"While the policy for your choosen rate says no refund, this one time we will instruct BDC to refund 50%. You should receive notification soon and will take up to 5-10 days for system to transfer ghe refund."

 

After you send that phone or message BdC support to make the 50% refund.

 

Kind regards

 

https://partner.booking.com/en-gb/community/tips-tricks-more/dedicated-…

1
Graham Starmer

Thank you so much for this guidance - we are very new to this & will take on board what you have said.