Lay My Hat home page Lay My Hat Forum
The forum for holiday rental owners


 
  FAQFAQ    SearchSearch    MemberlistMemberlist   UsergroupsUsergroups    RegisterRegister  
  ProfileProfile    Log in to check your private messagesLog in to check your private messages    Log inLog in 

When guests have to leave in a hurry.

 
Post new topic   Reply to topic    Lay My Hat Forum Index ->
Managing your guests
View previous topic :: View next topic  
Author Message
joddle



Joined: 22 Feb 2010
Posts: 654
Location: Valencia

PostPosted: Sat Jun 18, 2016 12:46 pm    Post subject: When guests have to leave in a hurry. Reply with quote

In my T&Cs I advise people they should consider taking out travel insurance in case of problems en route, sickness and issues of availability beyond the control of the owners but I never actually then ask if they have heeded that.

Recently I had a booking for over 3 weeks but after just one week, due to the critical medical condition of a close relative at home, the guests had to leave. A very sad situation and one in which the relative died very soon after they had returned.

They did not actually ask for any form of refund but I could tell in the tone of the voice they had hopes of something and indeed I did feel sorry for them. Later by email I suggested they examine their insurance to see if they could get anything back. I also said I would try my hardest to re-let the property in the hope I might be able to then offer something.

A little later I did in fact get a response to my ad for a "bargain offer" and one which covered one of the weeks they were vacating and also for a week after they would have left. This meant I would in fact get paid twice for just one of the weeks and so felt I could offer that money back to the people which is in fact what I did.

The guests had said already they wish to return sometime but of course things are still a bit raw for them to make a decision regarding exactly when. If they wished to come during our quieter season then I am prepared to offer them a discount as they are in fact returnng guests and that is my normal policy. anyway.

This time I was caught on the hop as I have never had an occasion like this so had no idea how I would respond and although I feel I did the right thing, several people have suggested I am "too soft" and should have done nothing and simply kept the money as "its not my fault they had a problem" and that "they should have ensured they had insurance to cover such things" - and maybe that's true - but what do others think? or what would you have done?
_________________
I don't profess to own anything here apart from my own opinion.
Back to top
View user's profile Send private message
Cymraes



Joined: 07 Jul 2015
Posts: 293
Location: North Wales

PostPosted: Sat Jun 18, 2016 12:51 pm    Post subject: Reply with quote

My policy is to refund if I can re-let the week so I'd have done the same.
_________________
Caro
Back to top
View user's profile Send private message
Mouse



Joined: 20 Jun 2006
Posts: 7101
Location: Balearics

PostPosted: Sat Jun 18, 2016 1:23 pm    Post subject: Reply with quote

Yes I would have done the same too, it is hard...especially with illness. We're all human after all but basically I try and think logically. If I'm unlikely to see them back then it is like putting my money in to a strangers pocket.

I also put myself in their position and see if I would expect what they do. I rarely do.

I think you acted decently.

Mouse
x
_________________
One martini, two martini, three martini floor!
Back to top
View user's profile Send private message Visit poster's website
French Cricket



Joined: 10 Apr 2008
Posts: 3052
Location: French Pyrénées

PostPosted: Sat Jun 18, 2016 1:53 pm    Post subject: Reply with quote

I'd have done the same too, Joddle. I think we have a moral, if not a legal responsibility to try and mitigate our losses from a cancellation or curtailment, but equally not to profit from somebody's misfortune. So I'm with you.
_________________
Holiday retreat for grown-ups in the French Pyrenees
French Foothills
Our Catalan cottage
Back to top
View user's profile Send private message Visit poster's website
Joanna



Joined: 23 Aug 2007
Posts: 835
Location: Chester, North West England & Sidmouth, East Devon

PostPosted: Sat Jun 18, 2016 6:11 pm    Post subject: Reply with quote

+1
_________________
Jo

Joint owner of Baker's Cottage in Chester & Chandler's Cottage in Sidmouth
Back to top
View user's profile Send private message Visit poster's website
zebedee



Joined: 12 Sep 2014
Posts: 729
Location: yorkshire dales

PostPosted: Sat Jun 18, 2016 6:52 pm    Post subject: Reply with quote

+2
Back to top
View user's profile Send private message
joddle



Joined: 22 Feb 2010
Posts: 654
Location: Valencia

PostPosted: Sat Jun 18, 2016 7:11 pm    Post subject: Reply with quote

Its most heartening to read those responses - and that make me feel a lot happier. I also had to cancel a holiday once in Germany due to a serious issue but got no sympathy from the owner who did (as I later found out) rent the place again for the entire period but no thought of a return to me! I think I would rather think of myself as the same as the people who have responded here and I very much appreciate all the comments made.
_________________
I don't profess to own anything here apart from my own opinion.
Back to top
View user's profile Send private message
Dusty



Joined: 19 Dec 2012
Posts: 254
Location: St Cernin de Labarde, Dordogne

PostPosted: Sun Jun 19, 2016 10:08 am    Post subject: Reply with quote

I also would have done exactly the same as you joddle, in fact I would probably have offered to refund the additional money or offer it to them as reduction on a future holiday. That way the have something to look forward to after their traumatic time, they feel less guilty about taking a holiday and you still retain the money.
Back to top
View user's profile Send private message Visit poster's website
joddle



Joined: 22 Feb 2010
Posts: 654
Location: Valencia

PostPosted: Sun Jun 19, 2016 11:24 am    Post subject: Reply with quote

Dusty wrote:
I also would have done exactly the same as you joddle, in fact I would probably have offered to refund the additional money or offer it to them as reduction on a future holiday. That way the have something to look forward to after their traumatic time, they feel less guilty about taking a holiday and you still retain the money.


That's almost exactly what I intend to do - they have already said they will be coming back and I had already offered to pay them the week back or allow them to put it towards another holiday (they opted for the cash so I sent it). When they decide on some dates I will offer be able to offer them a pretty good discount over and above a normal returning visitor rate but until I know when that will be its hard to say exactly what I can afford to offer.
_________________
I don't profess to own anything here apart from my own opinion.
Back to top
View user's profile Send private message
aasta



Joined: 31 Aug 2009
Posts: 779
Location: Pe da Serra, Portugal

PostPosted: Sun Jun 19, 2016 12:06 pm    Post subject: Reply with quote

Ditto...we also recently experienced a similar situation and were able to refund most of the guests payment by re-booking...that guests insurance was not adequate... so we have now put in our T&C a rather wordy explanation as to why and what kind of travel insurance is strongly recommended
_________________
aasta
Back to top
View user's profile Send private message
Jemima Copping



Joined: 21 Jun 2013
Posts: 134
Location: Scotland

PostPosted: Mon Jun 20, 2016 6:37 am    Post subject: Reply with quote

I had guests cancel last year after paying balance, because of a cancer diagnosis. They had insurance and got their money back, and I managed to relet, but I offered them a free week nonetheless at a later date. So far I haven't heard anything so I imagine the outcome for them wasn't good. I think you have to treat people as you would like to be treated yourself, even though you are running a business.
_________________
Better to be mutton dressed as lamb than mutton dressed as mutton!
Back to top
View user's profile Send private message
Lets Go To Puglia



Joined: 14 Apr 2016
Posts: 149
Location: Puglia, Italy

PostPosted: Tue Jun 21, 2016 4:43 am    Post subject: Reply with quote

Cymraes wrote:
My policy is to refund if I can re-let the week so I'd have done the same.


+1
_________________
Ciao, Debbie

Puglia Holiday Villas Facebook Page
---------------------
It's not the things you did you look back on and regret it's the things you didn't do!
Back to top
View user's profile Send private message Visit poster's website
Display posts from previous:   
Post new topic   Reply to topic    Lay My Hat Forum Index ->
Managing your guests
All times are GMT
Page 1 of 1

 
Jump to:  
You cannot post new topics in this forum
You cannot reply to topics in this forum
You cannot edit your posts in this forum
You cannot delete your posts in this forum
You cannot vote in polls in this forum


Powered by phpBB © 2001, 2005 phpBB Group