Lay My Hat Forum

Windy · Joined: 02 Oct 2007 Posts: 3194 Location: Windermere UK

Only just read this thread as I have been on holiday seeing things from the other side for a change.

Whilst I was away last week I got an email from a future guest whose Dad has terminal cancer and who has, sadly, suddenly deteriorated. Ther stay is due next weekend.

He wrote:

kendalcottages · Posted: Tue Nov 08, 2011 11:13 pm Post subject:

Yes, very interesting, Windy... and so, so different.

Despite what he's going through, he's seeing it all not only from his point of view, but also yours; he's acknowledged your terms and conditions and yet written you a lovely, courteous email that makes you just want to accommodate the situation as best you can.
_________________
Kendal Cottages, Kendal, Cumbria - between the Lake District & the Yorkshire Dales

Giddy Goat · Posted: Wed Nov 09, 2011 6:25 am Post subject:

Yes, absolutely. What a contrast as you say KC.
_________________
http://www.facebook.com/Gascony.Magic?ref=ts
"The secret of success is to get up early, work late and strike oil" John D Rockefeller

pepsipuss · Joined: 23 Feb 2008 Posts: 2463 Location: Bédar, Almeria

Giddy Goat · Posted: Wed Nov 09, 2011 6:55 am Post subject:

Jennywren · Posted: Wed Nov 09, 2011 12:46 pm Post subject:

During the 5 years of letting Calais View, I have had few late cancellations, but have managed to relet in all cases and have refunded all guests in full. I found this email a little irritating and sought advice from LMH as I wondered if I were being a bit hard-nosed due to her cool and somewhat demanding attitude. I felt I wasn't being fair or compassionate given the circumstances, I also wondered if she were using bereavement as the most likely way of obtaining a full refund. We are not seeing a profit yet as set-up costs, high interest rates on borrowing and the day to day running costs leave very little. Our one bedroomed unit is a means of our being able to afford to live in our house in retirement. A loss of £190 at this late stage would have to come out of my part-time earned income as receptionist. I think the tone of her email would have made such a difference, though it shouldn't as we all grieve differently.

I offered an extra couple of days to the guests who were following Nicola, they have decided to extend their stay which has raised £100 towards Nicola's refund - I know she won't be happy with that. We were fully booked until mid Nov and have been booked for a while, so I feel sure that this break would have been booked by another.

Nicola's email was delivered with my last email to her still attached. Mine was short, friendly and welcoming which made me more suspicious she was trying it on.

Good Morning

With regret I need to cancel my booking for next weekend please.

We have suffered a close family bereavement and as yet we are unsure of upcoming dates, we also agree that it would not feel right to enjoy a stay away if we were to be free, as this time should be spent with the family.

Hopefully under the circumstances you will be able to provide a full refund.

I will await your response.

Regards

Nicola SXXX

My email to Nicola following final payment in september

Booking Reference Number is 312873
Accommodation Booked is Calais View Garden Apartment
Dates provisionally booked are:
Date of arrival is Friday, 11 Nov 2011
Date of departure is Sunday, 13 Nov 2011
Accommodation cost : £190.00

On 24 Sep 2011, at 11:31, Jenny Whitaker <jenny.calaisview@btinternet.com> wrote:

Dear Nicola

Thank you for booking your stay with us at Calais View. By now you should have received confirmation, directions and some local literature. If by chance this hasn’t arrived or if you have any questions, please do not hesitate to get in touch.

We look forward to welcoming you to St Margaret’s Bay and Calais View.

Kind regards

Jenny

Calais View Garden Apartment
_________________
When all else fails - turn to chocolate.

Nemo · Joined: 14 Aug 2008 Posts: 3242 Location: Norfolk

You've done what you can Jenny and are offering back £100 for what would have been a two night stay, I believe. You only have the one room and you can only let it once, so you've done what you can due to the last minute notice.

If you wanted to you could also offer a voucher/discount against a future booking to create goodwill, as well as the £100. Presumably you clean the property yourself, so you won't be saving a cleaning fee?
_________________
Norfolk Coastal Holidays
Norfolk Coastal Holidays Facebook Page

harcourtv57 · Joined: 24 Apr 2008 Posts: 1065 Location: Southsea, UK

We have had guests ask to change their bookings and have been able to accomodate them and relet the original dates. We also have in our T&C the advice about travel insurance but have had a couple of occasions when guests have had to cancel and have been very disgruntled that we are not able to give them a refund - this was due to such short notice as we always refund if able to relet the dates.

In our very early days we had a couple who had booked for a fortnight and had a bereavement - having also had a recent bereavement myself I emphasised and immediately offered a two week holiday at another date to suit them (at no extra cost). We didn't hear back until over a year later when they wished to return, so we had to honour that agreement - and they brought extra guests Shocked

Giddy Goat · Posted: Wed Nov 09, 2011 6:55 pm Post subject:

That's what I call taking advantage of your good will Harcourt.
_________________
http://www.facebook.com/Gascony.Magic?ref=ts
"The secret of success is to get up early, work late and strike oil" John D Rockefeller

Marks · Joined: 06 Nov 2006 Posts: 1627 Location: Costa Blanca

When I did have someone cancel at short notice (illness) and I couldn't relet, I offered to move their booking to other dates. However I did set some rules, for example the new booking had to be within the next 12 months, if the cost of the new week was greater than what they had originally paid (it was an October booking) then they had to pay the difference. I also put a deadline date by when they had to re-book (10 months after the cancellation). They never took me up on the offer and never asked for documentation for an insurance claim.
_________________
Everyone is entitled to be stupid, but some abuse the privilege.

Nightowl · Posted: Thu Nov 10, 2011 1:40 pm Post subject:

I'm getting harder about it now.

I provide a lot of information about travel insurance and found a UK company that can insure overseas guests.

I put this information on my booking forms; and at the end of several correspondences I say ' we strongly recommend you take out travel insurance to protect you against cancellation, medical issues and loss of passport etc'

My T&Cs say that I will not be responsible for repaying their losses caused by cancellation or curtailment but that I will attempt to relet and refund any portion that is re-let.

this is the info I put on my booking form:

Non UK residents can obtain cancellation only or full insurance from the company below. As an example, single trip cancellation only cover for a family of 5 (2 adults, 3 children) costs €52 and will cover accommodation of €900. Please see website for details of cover which can be displayed in your own language.

http://www.secure-insurance-web.com/worldfirst/

I think the price is quite reasonable.

so when people have cancelled at the last minute, having had all this information (and then get snotty because I say I will only refund if dates are re-let) I have on a few occasions referred them back to this and said quite bluntly, as you chose not to spend 52 euro (or so) on travel insurance, I'm assuming you chose to accept the risk that you might lose your money in the event of cancellation. I know it might sound a bit rude, but frankly, I think it's a bit rude of some people to assume I'm going to pay their losses.
_________________
Nightowl
Forever going one step forwards and two
backwards......
http://www.homelidays.com/london/apartment-flat144480en1.htm
http://www.homelidays.com/london/apartment-flat190993en1.htm
http://www.homelidays.com/chiclana/house-villa70705en1.htm

Marks · Joined: 06 Nov 2006 Posts: 1627 Location: Costa Blanca

Nightowl · Posted: Thu Nov 10, 2011 4:51 pm Post subject:

Be my guest!

(as long as you don't cancel on me 2 days before you are due to arrive....) Smile

_________________
Nightowl
Forever going one step forwards and two
backwards......
http://www.homelidays.com/london/apartment-flat144480en1.htm
http://www.homelidays.com/london/apartment-flat190993en1.htm
http://www.homelidays.com/chiclana/house-villa70705en1.htm

HelenB · Posted: Thu Nov 10, 2011 5:35 pm Post subject:

And as posted in another thread, with three days to go before the balance is due I've had a cancellation due to the couple splitting up last week. Confused

I have been in contact with her several times since I emailed her the final invoice last weekend, and there was no mention of it then. Asked about ski passes, confirmed 8 night stay not 7.............

No refund requested though. However, with an exchange of 31 emails since last March perhaps I shouldn't be surprised.