b
1
Guest wants a refund on a non-refundable rate
Approached by Booking again with a request to consider fully refunding a guest even though they have a non-refundable booking. Annoying, but I digress.
Question. Who pays Booking's commission. The host (us) or the guest?
The host pays the commission.
As per our contract: "2.3.1 For each reservation made through the Platform by a Guest for a Room, the Accommodation shall pay Booking.com a commission"
Disgusting.
Is it possible to ask Booking to NOT approach us with requests for refunds from people who willingly booked a non-refundable rate? We also offer fully flexible rates.
I wouldn't bother with that - once in a while you may want to be flexible and refund a guest.
Don't forget that people with paid reservations are allowed to leave a nasty review & you have no protection from that as a host.
Also, you would have to get in touch with partner 'support'... that would take you more time than responding to a refund request once in a while.
With you on the non-refundable part. Guests booked non-refundable and that's a risk they took.
Advise them to put in a claim with their travel insurance company...
I would have zero issues refunding a guest once in a while (we're generally very lenient), but not if it costs us money. That's a bridge too far....
Good tip about the travel insurance.
Would I be able to mark them as a no-show? I believe they won't be able to review you because they never stayed at the hotel.
If they cancel, even if non-refundable, they won't be able to leave a review. The only way they could leave a review is if they decided to and came to stay with you rather than cancel and lose their money. I wouldn't worry too much about it. If they don't cancel and don't turn up mark them as no shows.
Sadly that's incorrect:
"Only guests who have booked stays through our platform – including no-shows and people who’ve booked a property on behalf of their family or friends – and/or have stayed at your property can leave a review."
As far as I am aware, payment of a room gives the right to leave a review.
Don't feel obliged to refund unless you know you will be able to get another booking for the nights they are wanting to cancel. You will still get your full room rate if you decide not to refund and you will still pay booking.com their commission.
Hi
I always refuse to refund. It is very clear when they book it is a non-refundable rate they have the option when booking to take the refundable option.
It happens more that it should and I've heard every excuse going.
However, the decision is yours how to react.
Yes that's what we'll do from now on. Refuse 100%.
A little worried about the repercussions though, that's why I would prefer Booking not entertain the possibility with the guest. But I guess it makes them look good whereas we shoulder the burden. Very Booking-esque.
Hi, for me booking decided to refund a guest that never showed up without asking me anything. Even though the house was ready and i was waiting for the guest all night