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Guest requesting free non refundable cancellation

Hi I'm new to BDC and would love some help.

A guest has requested a free non refundable cancellation for his booking in 4 days time. I cannot now fill these dates, he cites problems with flights but is vague and hasn't responded to any of my previous messages about check-in times, arrival info etc. I don't want to give a refund as my non-refundable period is 42 days and he clearly exceeds this. How do I process his request? Many thanks, Leonie 

3 Replies

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Stkewescapes

It's me again! When I click on the reply button for his request I get 2 options: 1) yes we can arrange this free of charge or 2) we cannot fulfil this request. If I click one do I still get paid or does he get a refund? Sorry to it's such a rookie question but it's my first request of this nature, many thanks, Leonie

1 year ago
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Angela @Promhills

If you wish to allow him to cancel but get no refund, then click on "we can not fill this request". It will then be up to him to cancel the booking knowing he wont get refunded or to keep the booking, either way you'll get paid. This is normal and happens for us with pretty much every cancellation handled by b.com call centre - they seem to have a protocol to request the property to waive the cancellation fee and issue a refund - it's very frustrating they do this. I always reply that we only process cancellations according to our policy and this cancellation is within the no refund period. You have every right to enforce the policy as the guest agreed to when booking, they're just trying to avoid the charge.

1 year ago
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Stkewescapes

Thanks so much for your helpful responses. After explaining to the guest that they were outside of the free cancellation period the decided not to cancel after all!!

1 year ago