Any booking hosts? I need help

SailorCentral · 2025-02-07T17:37:26+00:00

We run a holiday apartment on FIL‘s behalf. It is currently high season for the next few weeks based on staggered school holidays. As in, different regions have school holidays anywhere between end of Jan and end of Feb. We have a min 7 night stay, and min 30 day refund policy. This afternoon I sent guests due to arrive on 15.2 the arrival and check in info. About an hour later I received a cancellation with full refund request. The guest said their mother is very ill and they can’t imagine going on holiday. We called FIL who said if we can find a replacement for that week, he will refund them the money. I‘m not sure how likely it is, it’s only one week away. Anyone on school holidays would have their accommodation booked already. Does this sound like the right thing to do? It’s a big financial hit for FIL to take if the money is refunded. High season is only a few weeks a year and he‘s not making a fortune off this apartment, before anyone mentions that.

MouldyCandy · 07/02/2025 17:42

No refund - as long as it's crystal clear what the policy is in your T&C's.
Family claim on their travel insurance. No insurance? Not your problem.
If you are able to re-sell the week, that's completely separate and nothing to do with the original booking.

Original poster

SailorCentral · 07/02/2025 18:03

Thanks for your reply. I know you’re right, I just feel a bit horrible about it.

FIL also said they could re book for another time. But that would mean making another booking, which they can then cancel free of charge :/

OP posts:

Doggydoctor · 07/02/2025 19:50

They can claim on travel insurance (if they took it out)
These things happen and travel insurance is vital.
Your FIL is being kind saying if their dates get booked he will refund.

Original poster

SailorCentral · 08/02/2025 19:01

Today we called the tourist office who said they will let us know if they have anyone looking for an apartment for next week.

I‘ve messaged the guests telling them this. Plus that they should contact their travel insurance (which I‘m presuming they don’t have) or even health insurance (we‘re not in UK) who might have a policy in place.

They‘ve responded very thankful for the help. And mention it’s not that likely to find replacement guests. They’ve asked, if no replacement is found, can they at least have some of the money back.

I don’t know how to word the email. Obviously we feel for them (providing it’s genuine). But FIL shouldn’t have to miss out on income because of this. Any tips?

I‘m all too aware that if they don’t cancel, they will be able to leave us a review even if they don’t come.

OP posts:

LIZS · 08/02/2025 19:07

I guess you might save on a cleaning fee and laundry which could be refunded?

thrive25 · 08/02/2025 19:29

MouldyCandy · 07/02/2025 17:42

No refund - as long as it's crystal clear what the policy is in your T&C's.
Family claim on their travel insurance. No insurance? Not your problem.
If you are able to re-sell the week, that's completely separate and nothing to do with the original booking.

This - I am a host (on airbnb not Booking.com, but same principle). It is not your job to refund them for this week, they should have taken out travel insurance (or find another family who can use the accommodation etc - their problem to sort not yours)

You can refund the cleaning fee in full/part as you shouldn't need to do it for the next guests if you want to

Personally, when I travel I always book refundable/flexible for exactly reasons such as this (which costs a little more)

In 2 years hosting, I have had a couple of people need to cancel - most take the hit with good grace (they get a partial refund with notice), only one asked me to refund her (because she turned up at airport with wrong passport and wasn't allowed to travel) - which I found cheeky, I just referred her to T&Cs of booking

This is a business, and your FiL's costs don't go away because they are not coming. Fair enough they can ask, fair enough you say no

Offering a refund if you get a new booking is very fair in my view

Don't offer a date change as it makes it a new booking and then they will cancel in the period it is possible to do so

Roselilly36 · 08/02/2025 19:36

They will need to claim on their travel insurance. If that is not possible and you fill the booking in the meantime and feel generous in the circumstances that would be a kind thing to do, but contractually you aren’t under obligation if the cancellation period is 30 days.

thrive25 · 08/02/2025 19:39

SailorCentral · 08/02/2025 19:01

Today we called the tourist office who said they will let us know if they have anyone looking for an apartment for next week.

I‘ve messaged the guests telling them this. Plus that they should contact their travel insurance (which I‘m presuming they don’t have) or even health insurance (we‘re not in UK) who might have a policy in place.

They‘ve responded very thankful for the help. And mention it’s not that likely to find replacement guests. They’ve asked, if no replacement is found, can they at least have some of the money back.

I don’t know how to word the email. Obviously we feel for them (providing it’s genuine). But FIL shouldn’t have to miss out on income because of this. Any tips?

I‘m all too aware that if they don’t cancel, they will be able to leave us a review even if they don’t come.

You've been more than accommodating re contacting the tourist office

I am not sure about booking.com, on airbnb guests who do not check in are actually not able to leave a review, so check. You can also request that any retaliatory review be removed.

I agree your FiL should not have to lose income. I suggest you respond to their email request for a refund by saying you need to consider this depending on what happens over the next week if you get a new booking for any of the dates... they will probably drop the request, and they may actually realise that they are being unrealistic in expecting you to fill the week & therefore your FiL is missing out

Then if they follow up again next week just refer them to the Ts &Cs, which they agreed to! They could have cancelled 3 weeks ago if they thought this was not the right time to travel, in line with policy

For what its worth - I've booked a holiday myself for next month, MiL is in poor health so absolutely everything has been booked 'flexible' for 1-2 days before (accommodation) & I've paid the higher rates on booking.com for that: your guests could have chosen flexible accommodation and paid a higher rate for it but are wanting you to do this for them! If we can't travel, I will be out for train costs & other things - wouldn't dream of asking for a refund!

What I am struggling to understand is: why do you find it hard to say no? They are total strangers & this is their issue not yours

Original poster

SailorCentral · 08/02/2025 19:41

Thanks for the advice. We’ve been hosting for 6 years and have been lucky enough to never encounter this problem before!

It’s also hard to know if they are genuine. To me it seems quite suspicious that I sent them the info and an hour later they wanted to cancel. As if they forgot to cancel before the 30 day cut off, and my email reminded them of their booking… or maybe I am being cynical

OP posts:

thrive25 · 08/02/2025 19:41

What you could do if you want to be nice about things is make your minimum stay shorter that week - so if you fill eg some of the days then you may offer a partial refund. Unlikely to make a difference though

thrive25 · 08/02/2025 19:44

SailorCentral · 08/02/2025 19:41

Thanks for the advice. We’ve been hosting for 6 years and have been lucky enough to never encounter this problem before!

It’s also hard to know if they are genuine. To me it seems quite suspicious that I sent them the info and an hour later they wanted to cancel. As if they forgot to cancel before the 30 day cut off, and my email reminded them of their booking… or maybe I am being cynical

I agree - but they may have been distracted too, you won't know and it doesn't matter.

What I can say from my experience is that its unusual for a guest to ask for a refund when its not in the Ts & Cs so they are being a little pushy, & they clearly know you are being left out of pocket.

Original poster

SailorCentral · 08/02/2025 19:47

thrive25 · 08/02/2025 19:39

You've been more than accommodating re contacting the tourist office

I am not sure about booking.com, on airbnb guests who do not check in are actually not able to leave a review, so check. You can also request that any retaliatory review be removed.

I agree your FiL should not have to lose income. I suggest you respond to their email request for a refund by saying you need to consider this depending on what happens over the next week if you get a new booking for any of the dates... they will probably drop the request, and they may actually realise that they are being unrealistic in expecting you to fill the week & therefore your FiL is missing out

Then if they follow up again next week just refer them to the Ts &Cs, which they agreed to! They could have cancelled 3 weeks ago if they thought this was not the right time to travel, in line with policy

For what its worth - I've booked a holiday myself for next month, MiL is in poor health so absolutely everything has been booked 'flexible' for 1-2 days before (accommodation) & I've paid the higher rates on booking.com for that: your guests could have chosen flexible accommodation and paid a higher rate for it but are wanting you to do this for them! If we can't travel, I will be out for train costs & other things - wouldn't dream of asking for a refund!

What I am struggling to understand is: why do you find it hard to say no? They are total strangers & this is their issue not yours

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Thanks for the good advice.

I’m not afraid to say no, I’m just not sure how to
word it. We‘ve never encountered this issue
before, a lot of our guests are repeat bookings.

OP posts:

Icanttakethisanymore · 08/02/2025 19:53

I would compromise tbh (we’re also airbnb hosts). You can definitely waive any changeover costs and I’d split the difference on the rest if I was you. Equally for us it’s not income we rely on so perhaps we have that luxury.

Wishboneswishes · 08/02/2025 20:02

I think you need to be firm. They should have taken holiday insurance, it’s on them if they haven’t.
I agree with PPs to refund changeover fees and laundry and welcome pack treats if you provide them but nothing else.
I would repeat the “we suggest you claim on your insurance and we can offer you, as a gesture of goodwill a £xx refund with our best wishes”.

thrive25 · 08/02/2025 20:07

Icanttakethisanymore · 08/02/2025 19:53

I would compromise tbh (we’re also airbnb hosts). You can definitely waive any changeover costs and I’d split the difference on the rest if I was you. Equally for us it’s not income we rely on so perhaps we have that luxury.

I wouldn't give a 50% refund on the booking if its not filled - it creates an expectation, and just because for some hosts its luxury/additional income, for other hosts they are barely covering their own costs. They should have taken out insurance ... and as they were planning to take the holiday had already factored the cost into their budget

Being so pushy for a refund - well either they are cancelling because of cost, or they plan to take the holiday another time (but if you refund them.... then you are paying for that holiday!)

thrive25 · 08/02/2025 20:12

SailorCentral · 08/02/2025 19:47

Thanks for the good advice.

I’m not afraid to say no, I’m just not sure how to
word it. We‘ve never encountered this issue
before, a lot of our guests are repeat bookings.

Show quote history

I'd probably offer more goodwill to a repeat guest, as I think that makes good business sense (and I also appreciate the return custom/them treating our space with respect), but it would be very much a partial refund. Doesn't apply in this case.

What would you do/how would you feel if you were in that situation? Let that be your guide

BobbyBiscuits · 08/02/2025 20:13

You just have to refer them to the condition where it states 30 days notice.
It's not reasonable to cancel at such short notice and not face a penalty.
The rules are the rules and they agreed to them. You can't bend them because someone says their mum isn't feeling well.

Icanttakethisanymore · 08/02/2025 20:18

thrive25 · 08/02/2025 20:07

I wouldn't give a 50% refund on the booking if its not filled - it creates an expectation, and just because for some hosts its luxury/additional income, for other hosts they are barely covering their own costs. They should have taken out insurance ... and as they were planning to take the holiday had already factored the cost into their budget

Being so pushy for a refund - well either they are cancelling because of cost, or they plan to take the holiday another time (but if you refund them.... then you are paying for that holiday!)

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I appreciate we might be in a fortunate position but I’m just saying, honestly, what we would do.

Hedgerow2 · 09/02/2025 04:00

Not sure what the problem is? You're managing a business so there's no need for you to feel bad or speculate whether or not their request is genuine.

Since the T&Cs clearly state no refund after 30 days you're going above and beyond by trying to find a replacement booking and agreeing to refund them if you're successful. If you can't find a new booking why on earth should they still be refunded some of the money?