To not refund this £2k

[RefundOrNot]

NC for this as it’s identifying.

I organise women’s retreats. The next one is abroad at the end of September (Mediterranean).

The retreat sold out 6 months ago and I had a big waiting list with lots of women contacting me saying to get in touch if there is a cancellation.

One of the guests has cancelled - she had one of the biggest private en-suite rooms so her place was expensive (£2k). Her reason for cancelling isn’t an emergency and something she will have known about for a while.

I thought I’d be able to fill her place quite easily and have contacted everyone on the waiting list but nobody can make it now.

The cancellation policy is no refund within a month of the retreat. She cancelled 29 days before the retreat starts.

She wants a full refund but I am going to really struggle to fill her place at such short notice.

The retreat is organised by a not-for-profit women’s org. Everything is priced to break even so the org will have to make a £2k loss. It is a tiny org funded by donations and run by volunteers so this is a huge loss for the org.

On the other hand I feel dreadful not offering a refund.

AIBU not to refund it?

I'm inclined to agree. If she'd cancelled a day or two earlier she'd be entitled to a full refund and if you couldn't fill the place you'd be in a pickle.

I would simply say that unfortunately she is outside of the cancellation period. You have advertised her booking to the waiting list and there have been no takers. It is perhaps because it is at a higher price point than others have booked. Is she comfortable that if you sell the spot for the standard price, that you can refund her that ?

I would get that consent for a resale discount in writing from her. People like this that drop out for reasons that won't be covered by their insurance may suddenly decide to go after all if they will lose all the cash.

Upgrade yourself as the organiser. Can you even change the name on the flights now without a cost?

Excuse me?

Slightly struggling to get my head around ‘NFP women’s org’ and ‘2k Mediterranean retreat’. None of the women in my NFP circle could afford the cash or the time for this. Not being snarky but the set up would influence how I’d go forward. If she’s cash poor and/or a beneficiary or somehow in your client base then I’d do my best to sell on the space (free upgrade and sell the cheaper space suggested by a pp is a good idea). If it’s not that kind of situation I’d be inclined to stick to the terms and tell her so, but you could still offer the place and refund or partially refund if you sell it. I wouldn’t ask her to sell it - you want the offer to come from your org not a random person.

The terms were clear and she missed the refund cut off point. I'm sure you feel awkward about it all but it's her fault. Just repeat the t&cs if she chases you. Then block her.

AIBU to have provided a transubstantiation buffet at my wedding?

If you expect 5000 guests ?

There are different priced rooms. Sharing a twin is a lot cheaper and we are able to subsidise some women with donations. The woman who cancelled wasn’t subsidised.

The retreats offers 1:1 psychotherapy and bodywork and it’s for women overcoming trauma or emotional distress so the cost of the therapists is high. It’s a very naice venue but they give us a charity discount.

That would take me all day. Link?

It'll keep the costs down, at least - you'll only need five loaves, two fish and 5,000 slices of fruitcake

ah! The shagging the vicar thread I’m guessing ?

You do realise that wealthy and succesful women are suseptible to PTSD and other mental health conditions for the same reasons poor ones are - Rape/SA/DV, PND, menopause transition, work stress etc etc

Presuming the cancellation policy was made clear at the time of booking, she should be aware she wont get a refund and you shouldn't feel guilty about it as it's not your fault. How much would it cost to break even though? Maybe refund the profit portion if it would make you feel better?

Sounds really nice! I do wonder if you need to up your non subsidised prices if one drop out can have that impact.

If you can get someone to take the place, even at a discount, then pass on that income as a refund.

I am now here for the vicar. Is it a lady vicar at the all female retreat or a trans vicar, or what?

I would set her expectations from the start that it's very unlikely that anyone would fill the place at such short notice.

She is very cheeky to be expecting a full refund. Your cancellation policy is extremely fair. Here is the cancellation charges I was liable for a holiday I went on:

90 days or More - 15% of Holiday cost
89 to 36 days - The greater of 90% of holiday cost
35 days or less - 100% of holiday cost

I think you should look to move to this staggered approach, OP.

Does the contract stipulate the number of days? 30 days you’re ok, 28 you’re not.

@RefundOrNot the key thing here is the number of days

The contract can’t just say “ a month” because what is a month?

For late cancellations after the refund window has closed I say: no refund unless I can rebook in which case she gets back the total minus 20% admin fee.

It is clever solution finding like this that makes me so happy to be on Mumsnet!

Exactly.

Or you just sell the room at a discount.

At this late stage they’re not that likely to rebook even at the lower price.

Somebody somewhere has definitely shagged a vicar on their kitchen sofa.

If the booking is for the 25th of September then cancellation is a month before so before 25th of August. A month is the calendar month, if booking was 31st of March it would need cancelled by the last day of the month before 28th of February. In no circumstances is a booking cancellation accepted in the same calendar month.

@RefundOrNot You might need to be specific in your terms going forward, by the full calendar month plus one day prior to booking date, so by 24th for a 25th booking the following month, and don't make any bookings ever in March for the hard of understanding. Someone paying £2k knows what a month is, pay day is usually the same date every month.

A few vicar's wives.