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[flipper1175]

The booking was canceled after 48 hours after it was made…and now the guests are requesting a refund because of visas issues. The guests booked this as nonrefundable after 24 hours…and I do have another policy that this booking could be canceled for a full refund prior to June 30th. Should I give a refund? Reservation was made on April 4 and canceled on April 6th, and the reservation isn’t until June 30 to August 3rd. What would you do?

[bianca123]

If there was a chance on the guests part that they would have issues with a visa they really shouldn't be booking a non-refundable stay. At the end of the day it sucks for them - you can either keep the "free" money with no risk of retaliatory reviews (as they likely wont even be able to get to your property) or you can accomdate them for their troubles as a kind gesture. Are you confident you can get these days booked if they open up again?

[ally140]

Stick to your policy, ask them to check with their travelers insurance policy if they purchased one, or mention that their credit card might cover certain events. They agreed to your policy when they booked. When I was new I would refund nearly any guest who asked and I just don’t anymore because it does impact my bottom line.