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Last minute cancellation

I have a guest who is due to arrive today.  She called yesterday afternoon to say she could not come due to a medical emergency.  It turns out she received notification of a dentist's appointment for this morning.  So she wants a full refund.  My cancellation policy is no refund within 30 days of arrival. 

My response was that a dental appointment does not warrant a full refund the day before her arrival.  I have offered to carry over her booking to new dates or provide a refund for any dates that I can re-let the property provided the booking is cancelled.  That sounds fair to me.  Her response was that she will send a friend to occupy the property for the 6 days she has booked.

Am I being unreasonable to stick to the cancellation policy?  If guests can just request a refund through booking.com when they are within the cancellation period than what is the point on having one.

3 Replies

1
Kangaroof2695

I had several cancellation like this. Guests don’t need to provide CVC code to book, that means you can not charge them even my policies stated the payments will be deducted at anytime from reservation, however, Booking.com has a call out “ pay at arrival”,then guests said my policy is contradictory to Booking.com.
They cancel even “ non- refundable booking” without payment, the consequences are: guests blocked my booking calendar for months, then cancelled at the last few days before arrival without pay.
What a system!

1 year ago
1
Karl

my suggestion and current practice is ask for deposit. if there is no deposit given then the booking is not confirm even booking.com say every booking is confirm.

1 year ago
1
Alessandra

Hi Karl

I am new here

How do you set up the 'ask for a deposit'? And if there is no deposit, your calendar keeps with the dates free or the dates are blocked?

1 year ago