Our policy CLEARLY states on our website AND in their confirmation email that w/in 48 hours they are responsible for the full payment. Additionally, we verbally explain it all (AGAIN) at the time of booking. Too, the res. conf. states that by making a booking they are agreeing that they have read, understood, & agree to our cancellation policy. AND that there are NO EXCEPTIONS.
So, yesterday we get a email saying to "go ahead" & give up our room, since we are delayed by snow & have decided not to come. Then they are UBER surprised when I email back acknowledging their cancellation & reminding them that although we will attempt to re-rent, at this late date (THE DAY OF THE RESERVATION & FOR A PEAK PERIOD!!!!) we have turned many other requests away, of course, honoring our contractual agreement to reserve the room for them...
Then begin the threatening emails about how it's not THEIR fault they can't come & how dare we charge them for the stay & how they'll be posting online re: our lack of customer service, blah, blah...
Nice Christmas spirit...
Anyone want to buy an inn in the Caribbean?
So, yesterday we get a email saying to "go ahead" & give up our room, since we are delayed by snow & have decided not to come. Then they are UBER surprised when I email back acknowledging their cancellation & reminding them that although we will attempt to re-rent, at this late date (THE DAY OF THE RESERVATION & FOR A PEAK PERIOD!!!!) we have turned many other requests away, of course, honoring our contractual agreement to reserve the room for them...
Then begin the threatening emails about how it's not THEIR fault they can't come & how dare we charge them for the stay & how they'll be posting online re: our lack of customer service, blah, blah...
Nice Christmas spirit...
Anyone want to buy an inn in the Caribbean?