notAgrandma
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I'm sure this question has been asked before, but how often (if ever) do you make exceptions to your cancellation policies? I know we've all had guests with a sudden deaths in the family, though the frequency of these deathly cancellations is quite alarming. I've heard everything from "my spouse isn't feeling well" to "we're having car trouble".
I'm asking about exceptions because this morning, I received a cancellation from a guest who already rescheduled her original reservation once before. She asked about our cancellation policy when she rescheduled. I waived our rescheduling fee but explained to her that since she's scheduled a 90-minute couples' massage, we need 14 days notice to cancel. I contacted her at the 18-day mark via email (no reply but I can see she read it 3 times), then called her at the 15-day mark. She said on the phone that they were definitely coming.
This morning, the guest cancelled due to a family emergency. She was sobbing, so there could truly be an emergency. She said they had concert tickets and are so upset that they can't make it. I recommended that perhaps she could sell the tickets on StubHub, and she seemed to be surprised at my suggestion. She then asked how much I was going to refund. Her reservation is 1 week away.
Any thoughts and suggestions would be much appreciated.
I'm asking about exceptions because this morning, I received a cancellation from a guest who already rescheduled her original reservation once before. She asked about our cancellation policy when she rescheduled. I waived our rescheduling fee but explained to her that since she's scheduled a 90-minute couples' massage, we need 14 days notice to cancel. I contacted her at the 18-day mark via email (no reply but I can see she read it 3 times), then called her at the 15-day mark. She said on the phone that they were definitely coming.
This morning, the guest cancelled due to a family emergency. She was sobbing, so there could truly be an emergency. She said they had concert tickets and are so upset that they can't make it. I recommended that perhaps she could sell the tickets on StubHub, and she seemed to be surprised at my suggestion. She then asked how much I was going to refund. Her reservation is 1 week away.
Any thoughts and suggestions would be much appreciated.