Cancellation and refund requests
Guests wanting to cancel seem to have no idea how to behave:
They often contact me first, are sent back to BDC, and can't seem to find a way that doesn't involve asking for a refund.
The message I get requests a refund, and is not a cancellation, which suggests that - if I say no - they might still show up.
Am I going to authorise a refund if I don't know if I can re-let the room in the available time left? No.
So I usually add "Not unless BDC can get me an equivalent replacement guest, so cancel your reservation so they can try".
But guests often don't complete the cancellation process, the room stays booked to them, BDC can't seek another guest and the guest can't get a refund. Eventually they will be marked a no-show.
They start kicking off...... and I (who could, by then, might have found a guest via another source) think "*** you, mate".
IT WOULD BE SO MUCH BETTER IF GUESTS WERE TOLD TO CANCEL FIRST AND TO ASK FOR ANY REFUND LATER.
The time saved would increase the chances of finding another guest before it was too late, and the likelihood of an ex gratia refund.
A guest rang at the last moment, saying her partner had "broken his knee playing football" that morning - could they have a refund. When I said no, she said angrily they'd come anyway. Now I have a guest who has either lied, or one who may be unfit to stay. Either way, I don't want them in my home and they will undoubtedly leave a damaging review. I tell her to CANCEL to give me a chance to re-let the room - she won't. So I tell her my insurance will not cover a guest in a cast - she "has her own insurance". I ask for documentary proof - she can't provide it. I give up and wait to see what happens. They don't show, of course, but the aggro involved has consumed my whole day and wound me tight.
Guests can be ***. BDCneed to adjust their procedures to protect hosts from this kind of abuse.
It isn't acceptable for a host to be trapped between lost revenue and an abusive review.