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[barman1970]

TLDR; guest wants to cancel because of bad weather over weekend.

Our next guest just messaged 4 hours before check-in, after she'd already been sent check in info and said she wanted to cancel because it's her honeymoon and the weather isn't supposed to be good. They wanted to do outdoor activities.

I get it and I feel for them, but had they not booked for three nights someone else would have booked for two or three nights. I offered to refund the cleaning fee and any nights we can rebook. I have offered to change their reservation to Sunday and Monday when the weather will be better. I have offered to move their reservation to any free dates on our calendar. They just want a refund – what would you do?

[tracon]

No refunds - the story doesn't matter and might not be true. Don't stress about the upcoming review, if bad you might be able to get it removed. If not you can reply "so sorry the weather was bad, and we couldn't cancel your reservation 4 hours before your arrival time"

[skipness]

They spent too much money on the wedding and didn't get enough cash gifts so now they are freaking out. Don't cancel and document the conversation. Make sure your cleaner is taking photos before they arrive in case they pull a fast one!

[strombel]

Unfortunately that's the risk we take when going on vacations. I could understand a hurricane or something similar but a normal weather forecast is so unpredictable. We had to cancel a trip because my husband had a massive heart attack the day before our trip. I called to see if I could transfer the stay to someone else because I knew when I rented there was no cancelations. I wasn't even going to ask for a refund because it was not the owners fault.

[flatlander]

Put something in further bookings about non weather related refunds

[seat1A]

Unfortunately they will probably leave a 2* review with a stupid made up reason just for revenge and support will tell you he didn't violate the rules, he just shared his experience...

[wb1969]

What is your refund policy?

[HIDDY]

No hotel would refund them at this point so why would you? The policy says no too. Also you don't even know if it's their honeymoon or if they are just saying that. In any event jt doesn't matter. They wait till 4 hours before? Too bad. OP stand up for yourself and don't be taken advantage of. Politely decline their request.

[keanejohn]

I've actually changed my cancellation policy now to “moderate” because nearly every single time someone cancelled I would get some sob story about why they cancelled and I just figured if I'm going to be making exceptions for everyone then what's the point of even having a firm or strict cancellation policy if people still beg me everytime?

[bisonrav]

A hotel would still charge if they don’t cancel before 24 hours before the date because that’s a room that could’ve gone to someone else. Expecting a refund 4 hours before check-in is extreme. Partial refund maybe but I would say sorry to them.