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AIBU?

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Original poster

Should I offer a refund?

54 replies

RisingDamp · 12/04/2011 18:06

Hi there,
I run a very small holiday accommodation business at our home. A family booked in on a cheap last minute deal for a week and after three days they have said one of their kids is ill (high temperature) and they are going home early.
They are asking if they can come back again for a weekend later in the year for free "as they have had such a lovely time and are so sorry to be missing out" etc.
I'm torn. On the one hand I want to create a good vibe, on the other, it's too late to let these unexpected spare nights this week to anyone else. Also, weekends later in the summer are our popular time, when I make my money...
From where I stand, I'm amazed they have asked this but am I being unreasonable - what would you do?
Suggestions?

OP posts:
hardhatdonned · 12/04/2011 18:07

Their choice was to leave, they didn't have to they could have gone to a local GP and got care to go alongside their holiday.

I'd say "your loss sorry" but in a far far nicer way.

hocuspontas · 12/04/2011 18:09

Blimmin' cheek! I'm sure they wouldn't say that to Center Parcs or Butlins!

BeerTricksPotter · 12/04/2011 18:09

This reply has been deleted

Message withdrawn at poster's request.

lesley33 · 12/04/2011 18:09

I would also say sorry, but you can't afford to do this. It is a business you are running and TBH I think they are a bit cheeky to ask for this.

Happymm · 12/04/2011 18:09

Say yes as a gesture of goodwill, but tell them it would have to be out of season time,they should understand really-they are being a bit unreasonable to ask,I know that I wouldn't have.:)

chateauferret · 12/04/2011 18:10

I wouldn't give them anything for free that you can sell for money. It seems highly unlikely that the goodwill would be worth more than the money and if they told anyone about it it'd be clear that they were BU.

jenga079 · 12/04/2011 18:10

Yanbu. You won't be able to fill the spaces & any reasonable person would understand this. If you really want to be nice / tempt them to become regulars, maybe you could say you'll let them know if you have any late cancellations later in the year (but you're sorry, you can't just let them have a weekend that someone else might book)

beesimo · 12/04/2011 18:10

Personally I would not give a refund I would offer them the same week next year at discount.

Happymm · 12/04/2011 18:10

Maybe November, when you're normally empty anyway?:o

Original poster
RisingDamp · 12/04/2011 18:11

Thank you everyone, I feel a lot better now. I will offer them a small discount and/or come back in September!

OP posts:
justpaddling · 12/04/2011 18:11

This reply has been deleted

Message withdrawn at poster's request.

BigChiefOrganiser · 12/04/2011 18:13

If you need the return business I would perhaps offer them 2 free nights when they book 5 nights next. Ver cheeky of them to ask though. We were all sick on a weekend away so only used 1 night of our hotel, and went home early, wouldn't dream of asking for any type of compensation!

Bogeyface · 12/04/2011 18:13

I would tell them to get bent!

I wouldnt be surprised if they are the sort of people that would ask Butlins et al for a refund and then get told to sod off!

Just reply with "life sucks, whatareyougonnado?" but maybe re-worded slightly!

SillyHat · 12/04/2011 18:14

I agree that they are being unreasonable to ask.

I think I would go with happymm's suggestion. Definitely wouldn't give them a weekend during peak season. I also would consider only giving them a weekend if it was close to the date and not looking like it was going to get booked.

BluddyMoFo · 12/04/2011 18:16

This reply has been deleted

Message withdrawn at poster's request.

LIZS · 12/04/2011 18:21

Sorry but kids get ill and they have already taken advantage of a cheap deal. At most offer a nominal discount for a quiet weekend, say mid October.

lololizzy · 12/04/2011 18:30

Look at it this way. I am on a diet at the moment. Say you were the most amazing baker and people came from far and wide to taste your amazing cakes. I travelled to your bakery and ate half the cake only and said to you - 'can i come back and have a free whole cake end of summer when my diet is finished as i have just eaten half, but paid for one whole?' !!

Bogeyface · 12/04/2011 18:38

"Dear Cheeky Sods

We were happy to hear that you enjoyed your time with us and are sorry that you had to cut your trip short. We hope that your son/daughter has now made a full recovery.

Regarding a return visit, we would be happy to accomodate you if you wish to book for later this year, our current rates are enclosed. Please be aware though that we are already very busy over the summer so if you wish to visit in the high season please contact us with your preferred dates and appropriate deposit as soon as possible.

If you wish to return next season then please contact us for a our up to date rates as these may change from Xth of Y 2012.

Regards..."

NO in other words!

Icelollycraving · 12/04/2011 18:49

I'd offer a small reduction on an out of season week but certainly not free! They rbu & v cheeky but you got to love a trier!

Original poster
RisingDamp · 12/04/2011 19:01

Hi everyone,
DH just came home and said more or less the same, with some choice words, finishing with: " Fgs this ain't a charity"

OP posts:
lololizzy · 12/04/2011 19:04

it's almost like they hold you responsible for their sick child and imply you should compensate them?! They have no business sense and obviously don't live in the real world.

EldonAve · 12/04/2011 19:08

I agree with Bogeyface

No freebie, no reduction

ashamedandconfused · 12/04/2011 19:08

I think I would refund them half of what they paid and did not use this time but definitely no freebie in peak season!

poopnscoop · 12/04/2011 19:23

No refund at all, you should not have to compensate for a guest falling ill, unless it was your fault somehow. I'd offer a small discount during quieter months out of goodwill.

TiggyD · 12/04/2011 19:27

Tell them to piss off. Although try to wrap that up in flowery language somehow.