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AIBU?

Share your dilemmas and get honest opinions from other Mumsnetters.

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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:

CocktailQueen · 12/04/2011 19:28

No way!!! They should have holiday insurance to cover becoming ill on hols - you shouldn't have to lose out. Some people have such cheek!!! Maybe ofer them a small discount off an off-peak weekend next winter??

Firawla · 12/04/2011 19:28

I would offer them a discount to use later, not too much of a discount that you wouldn't make anything from their stay but just something to make them feel they have been given something? although they are bu to ask anyway

PipCarrier · 12/04/2011 19:42

Definitely not! We rent out a second home as well and that's why I remind people to take out travel insurance as they normally would - I'm not a charity. Agree offering a discount would be a nice gesture though.

Tuggy · 12/04/2011 19:47

Bloody hell. What a cheek. I'd struggle to be polite.

You pay for the time you want to stay. If you choose to leave early thats your decision. You dont get free rein later on to come and go as you please!

frgr · 12/04/2011 20:06

unless you were in some way responsible for the illness e.g. your food, then i think it's a bloody cheek to ask what they have!

as a gesture of goodwill i might politely explain that the accomodation can't be reallocated now but that you're happy to offer a discount or e.g. 5th night free during your peak season. but do not feel obligated that you should do this - why do people think it's ok to take the piss out of small companies and tiny accommodation setups, who arguably tread a finer financial line than larger ones, i'm actually godsmacked anyone would ask this of you tbh.

sprinkles77 · 12/04/2011 20:13

No refund, no discount. They're taking the piss. You don't need their repeat custom. They'll book their free weekend, cancel last minute (so you can't rebook someone else) and then expect to book another free weekend, and ad finitum. Don't do anyone any favours. I'm self employed and stick to this principal. I might occasionally lose out financially, but I never get taken for a mug or feel like a door mat.

LetThereBeRock · 12/04/2011 20:17

They're being incredbly cheeky.You're a business,not a charity.
It's not your fault that their child fell ill.You don't owe them anything. I wouldn't even offer them a discunt.

PrincessScrumpy · 12/04/2011 20:23

They should have taken out insurance! If you have a quiet time that suits them I might offer half price but only if it suits you as the word of mouth would be good if you need more business.

Original poster

RisingDamp · 12/04/2011 20:28

Thank you everyone, I am feeling a lot better, frgr you are absolutely right, we are practically not-for-profit as it is but we definitely don't want to be a charity!
I am just slightly dreading what will surely be quite an awkward conversation as I like to get on well with our visitors...

OP posts:

LetThereBeRock · 12/04/2011 20:31

I wouldn't offer anything.Some guests are more trouble than they're worth. I wouldn't care to host anyone again who'll so readily try to take advantage of me.

stealthcat · 12/04/2011 20:31

If you dont want to have the conversation you could send a letter. It easier to be clear and not swayed by the wish to be nice in a letter.
They are s unreasonable for asking this that tbh I wouldnt want their business, in case they had other unreasonable expectations.

HerHissyness · 12/04/2011 21:58

Ooh, Nannynick was looking for a place to stay last minute... I'll see if I can find him...

nijinsky · 12/04/2011 22:03

No, I wouldn't. You are too small a business to bear this type of loss. Its pretty much an implied term (and probably in your own terms and conditions) that late cancellation entails no refund.

In the holiday lets business, trying to transfer a booking made at a cheap time to a more expensive time is a standard scam that some people try. As is the "we were originally a party of 10, now we are only 8, can we get a partial refund?"

In contract terms, the contract has been frustrated - ended without fault on either side. As always, placate, placate, placate, - offer a discount next year or from September onwards.

WhereYouLeftIt · 12/04/2011 22:43

They booked for a week - you have made the accommodation available for that week. That they are choosing not to stay for the full term is immaterial. I'm amazed they had the cheek to ask, in their shoes it would not have occurred to me!

Cutiecat · 12/04/2011 22:52

No refund, no future reduction on a peak booking and don't lose any sleep over it. I have been in this situation myself and would never have asked. Some people are so cheeky.

mumcanihavearabbit · 13/04/2011 10:22

Tell them to claim off their holiday insurance!

minipie · 13/04/2011 10:29

No way, like everyone else has said. Just their bad luck that their child fell ill, no reason you should take a hit financially.

Will you save any money by them going home early (eg on food if you provide any?) if so then you could refund that.

heliumballoons · 13/04/2011 10:38

Well if they'd travelled abroad they'd have to suck it up ...............so NO refund IMO.

Both my DS and I have been ill for the past 5 days between us (I'm still feeling crap). Shall I ask his and my school to add on the extra days at the end of the Easter Hols as we've missed out.

everyspring · 13/04/2011 10:42

This reply has been deleted

Message withdrawn at poster's request.

chicletteeth · 13/04/2011 10:45

They should have had insurance! This is not your problem, nor should it be your financial loss either.

Offer them a free night if they book again, but leave it at that!

monkeyfacegrace · 13/04/2011 10:49

ooh Im intrigued and also want a nice short break. Can I have details from you via pm please?!

MistyB · 13/04/2011 10:56

Do you have to speak to them or is it a letter / email? I think you could word it carefully and say you are delighted they liked your property and sorry they had to end their holiday early but would be delighted to see them again at some stage, perhaps in the autumn when the rates are £x for the weekend and that you may be running last minute offers again in the future and to keep an eye on your website. Then you get to put your "no freebies" message across but remain friendly. Ultimately, if they are not happy with your offer they won't come back and you won't have to deal with any uncomfortable feelings anyway. If they persist with the "free" question after this, you could point out you cannot reasonably turn paying customers away.

daimbardiva · 13/04/2011 11:49

Absolutely not! My SIL had a similar experience earlier this year when a family expected to be able to stay on for free in her holiday cottage because their baby was ill - again it was unfortunate but totally their responsibility. She accomodated them for as long as she could without inconveniencing incoming guests, but had to charge them, and they got shirty with this!

A goodwill discount for a return visit would be the very most you should offer, but they totally shouldn't expect it.

plupedantic · 13/04/2011 14:28

I'll join the chorus of "no"s. We once had to cancel a holiday when DS fell ill, and we gave quite a bit more notice than these people have given to you. The guest house acknowledged the cancellation, and offered a discount, taken within a specific future period. We thought that generous, and it was more than we expected.

Don't stress. Just because these people have been cheeky enough to ask, it doesn't mean they will persist in brazenness. I think you'll get away with this "no" (especially if you offer a discount in your off-peak period).

YouaretooniceNOT · 13/04/2011 14:39

YANBU to say no refund etc.

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