Lay My Hat Forum

[kendalcottages]

[joddle]

Having read all the comments I think I will now change the way I do things - this thread has been most informative and well argued. I think I will use the suggestion of including a clause in the T&Cs about not being liable for any "insurable expences" such as cancellations and lost flights etc. The terms itself says it all I think. If I do that I will not feel so bad about hanging on to any monies paid in advance. I agree people should take out their own insurance and if warned about the condition they then have no right to expect any repayment.

[wallypott]

Surely they are unlikely to recommend you as they are not actually trying your service. And they can't leave a review as they didn't actually stay at your place, so if they tried you could prove it was sour grapes on their part and that would be the end of that.

I would offer them another week of there choice during a period which costs the same, and give them the alternative of supplying any necessary documentation for their insurance (which they almost definitely don't have). I would not refund though.
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Never complain, never explain.

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[la vache!]

People can't leave reviews on TA if they have never stayed in your place (well, they can, but you can dispute it and win).
I never used to have cancellations, but have had a few recently due to death and illness. Call me cynical, but I don't believe them. I apply the same refunds as I do for all other cancellations. If I can relet, I refund (minus costs etc.), if not, too bad for the person who originally booked.

[CarolineH]

Just had someone cancel a booking for 2nd June 2012 (whitsun half-term) for four gites - (parents, with 3 daughters and their respective families) They have cancelled because 2 of the "son-in-laws" have lost their jobs in the last month .... gosh, is this the way things are going in the UK?

I've told him that I should be able to refill and will reimburse his deposit when I have done so - the costs were less than 5 euros, so won't bother knocking them off ....
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Family friendly gites in Brittany with covered heated pool

[Giddy Goat]

Perhaps they are not close enough as relatives to have been covered by insurance for such circumstances. Anyone know how close that needs to be? Sibling, yes, parent, yes, child, yes, partner, yes - but it gets to be a bit of a grey area otherwise as far as insurance companies go doesn't it? If your first cousin to whom you were also very close were to die - how would that be viewed by your insurers? Or if you lost your best friend? I haven't a clue!

[Harborfields]

[pepsipuss]

I would be inclined to follow e-richard's route.

Can't help wondering though, if it is genuine - would one not be more specific about who has died, even if only to get a more sympathetic response if it really is someone close to the person writing or to their partner?
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[lorca]

We´ve been relatively lucky so far in that we´ve only had a few cancellations. However they´ve nearly all been very late in the day (within a week or so of arrival) when the chances of re-letting have been virtually nil.

While I do sympathise with people who have genuine reasons, from the comments we´ve had I sometimes suspect that guests do not actually understand what they´re asking when they ask for a full refund - ie that we take the full loss of that amount rather than them. We operate on very tight margins and certainly earn a lot less than many of our guests. If they have chosen (against our advice) not to take out insurance, then I really don´t see why they think we should pick up the tab.

I´m sure this sounds a bit mean - and if we managed to re-let we would certainly give a refund.
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If not now, when?

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[Greenbarn]

The guests are not entitled to any refund beyond the costs that you don't incur, but which are included in the rental they've paid - ie heating, laundry, cleaning. They're entitled to a refund of that amount. Anything you choose to do beyond that is an act of generosity, and I don't believe anyone else can decide for you whether or not that's the right thing for you to do - it's what you feel most comfortable with. We're in business, and in many ways it's a caring profession; tough call. BUT - you had a booking, it was guaranteed income, they're wanting to break the contract. Your loss, their gain.

There is an interesting level of suspicion among those who've replied to the OP, and it's coming from people whose gut reactions I heed; they may be wrong, but they may also be right. There is a level of assumption (emotional blackmail?) in the request (demand?) for a refund.

If you feel sympathetic (and if it is genuine, who wouldn't?) then offering a discount against a future booking could and should be seen as a generous gesture. If they're trying it on, or worse still, scammers as Paolo warns, then their reaction will tell you. If they're genuine you'll maybe get some goodwill. But you're still taking a financial loss.

[Jimbo]

Bob Dylan wrote:

[kyreniagirl]

It's a very tough call, but would a hotel have refunded them, & will the airline refund their tickets? Also if someone very close to me had died the last thing on my mind would have been money. I think to offer them a discount (a percentage not the full amount in question) against a further booking would be kind & you'll soon find out if they're genuine.

[pujols]

YES if someone close to you has died ...THE LAST thing on your mind is refunds.
But travel insurance is there to for a reason.
Some time in the past I was in the position WHEN I had to return home after receiving news that my mother have suddenly died. I informed all my hotels that I was unable to honour my reservation and gave e mail details and then worked with the hotels and insurance
companies to pasify the situation.
I can not imagine that a death certificate is offered to anyone except next of kin.
Nor do I imagine that anyone who has just lost a dearly loved relative is going to post of copies of a death certificate. Especially to a hotel manager etc.

[Fleur]

[lorca]