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thanks for your thoughts BrookAve. I am inclined to levy the cancellation charge, seeing their special requests were accommodated without question. Having also seen them trying to cancel without contacting first with a reason etc, and the fact they are already threatening to leave a bad review (which should be deleted anyway due to no-show) is somewhat underhanded.
It's a difficult one, the cancellation policy was extremely flexible anyway and trying to make us responsible for their oversight is not really on IMO.
I would perhaps meet them half-way with a partial refund but the no-show option doesn't provide this - it's either do it or don't do it. Difficult, given Covid etc.
yes, we have had guests stay for one night (apparently with children) but it was a guest and their partner who used the accomodation for other reasons ;)
They also left a cleaniless score which was not at all commensurate with reality, and any of the other reviews we have received. We pride ourselves on hygiene and cleanliness during this time.
Other 2 way feedback systems are better in my opinion where the hosts/partners can answer any irregular feedbacks and set the record straight. I wonder if booking.com will evolve to provide partners the opportunity to two way feedback at one stage which is a better vetting process entirely.
hmmm, I came across this link, which may be of interest:
I guess this applies to people hosting on Booking.com? Specifically Section 12.