12-06-2023, 07:11 PM
Stick with your policy and keep your communications business-like. Hotels/resorts/ cruise ships wouldn’t ask for details of a friend’s illness when faced with a cancellation refund request, they would follow their stated guidelines. People will make up all kinds of stories to get refunds. Don’t let emotions cloud your business decisions. All these hosts making exception after exception are the ones ruining the whole point of having a policy for everyone else because guests come to expect it.