I Want to Cancel My Non-Refundable Reservation...

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Generic

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I have my own particular cancellation policy... but with the OTAs, my cancellation policy is very very strict... all my reservations are non-refundable.

Yesterday I had to deal with 2 cancellation exception requests

  1. A guest who requested to cancel at no charge who had booked the night before and then discovered that they couldn't get a flight from their country to our country on the day of arrival. Which involved me talking to the OTA about it. Firstly, what kind of idiot books the hotel room BEFORE they have bought the airplane ticket? And secondly, doesn't this all seem a little suspicious and makes you think that there is something wrong in the state of Denmark? Because it certainly does.
  2. A guest who's supposed to arrive in 2 days who wants to cancel and offers a doctor's note but wants to push it to another date. First of all, I'm a B&B and not an insurance company. You need to cancel, you discuss it with your travel insurance company and ask your credit card company if they offer travel insurance. I'm not an insurance company. Secondly, I'm at 90% occupancy for the next month... it would be a miracle if I had the dates that you wanted. But even if I did and I agreed to move you, that would mean that I lost 3 days earlier and gave you 3 days that I could have sold for money, so you got 6 days for half price... I am NOT a charity. I have bills to pay. (And giving you those 3 days might mean that I lose another day, because I don't do single nights, so that's 7 days for the price of 3... NOT HAPPENING.) I offered a half refund of any of the days that I can resell... so that they cancel ASAP and I can at least TRY to resell them. If I do, the refund is a direct GC, which means she has to book direct and I don't have to pay the OTA a second time :)
Why do people do such silly things?
 

TheBeachHouse

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Both are crazy.
We had one call and cancel because they were exposed to covid. I thanked him very much for doing the right thing and hoped he could come again another time and kept the money. We lost our shirts in 2020. And that was fine. A national emergency. No more.
 

GoodScout

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We include a link to a travel insurance company in our confirmation email and after laying out our super-strict cancellation policy, suggest if guests have a problem with it travel insurance would be a good investment.
 

CSMaine

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Thanks for posting. We have had similar cancellations too, and I was glad to see other BnBs feel the same as we did in handling them. I am not a fan of GC offers as you noted how it affects the future when everyone wants to come during the busy season. Plus, why would I want to take a second chance for them to cancel? Not sure if this makes sense, but it does to me...customers want businesses to be back to normal, until they don't...when they want exceptions to policies for example.
 

Jay Curci

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We tell them - Sorry, but we are a small Family owned Business and simply can't afford to absorb the financial burden of last minute cancelations." Be sure your Policies are to the point. The CC companies have honored our cancelation Policy. Here is our Policy"

Deposit/Cancellations
  • A one night deposit per room is required at the time of booking.
  • Included is a $25.00 per room, per night non-refundable booking fee.
  • Cancellations or shortened stays FOR ANY REASON within 30 days of stay forfeit deposit as a cancellation fee and the full room rate for each additional day reserved can be charged if we are unable to re-book the room.
  • Weddings and College Graduations – Please call for more details
 

Generic

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I'm thinking of implementing a $25 non-refundable reconsideration fee.
I still won't refund... but they will learn quicker not to book a non-refundable rate!
 

Jay Curci

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Well, we are business people and the Bank charges to enter a charge and then to again to refund.... so, 25$ is reasonable
 

Generic

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Well, we are business people and the Bank charges to enter a charge and then to again to refund.... so, 25$ is reasonable
No... they don't get a refund. They just pay an extra $25 fee for thinking we are so gullible as to give them a refund. Pure profit.
 

Eugee2

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These are all great responses from innkeepers who know a few things because they’ve seen a few things over the years!
I always tell people that my policy-like those above- is strict because if one room cancels, it’s 25% of my business. That would be like someone booking 25 rooms at a 100 room hotel and cancelling last minute- they wouldn’t take that in stride either.
 

Arks

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That would be like someone booking 25 rooms at a 100 room hotel and cancelling last minute- they wouldn’t take that in stride either.
Making/taking a reservation is like a contract. They agree to pay you. You agree to hold that room for them and turn down others who want it. Neither party should break the contract on short* notice.

____________________________________
* and the reservation policy defines, up front, what the word "short" means
 
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