Manager - Advice on cancelling a reservation due to family emergency

I would reccomend not doing that and just either :

1. get someone a friend  to handle the check in if its not self service.

2. find alternative accomodation for them

I understand the why , but given the bigger picture and the extreme short notice, what might be 10-15 mintues of phone calls could easily sort out either another person to deal with check-in to speaking to another place to accomodate them

Kind Regards,

Hope ye are ok, Best wishes.