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debbuck



Joined: 25 Jul 2017
Posts: 7
Location: york

PostPosted: Thu Aug 03, 2017 12:02 pm    Post subject: New to this Reply with quote

I have just started renting out my lodge this year. I had some guests check in last Saturday for 1 week, yesterday she text me to say they had to leave early in a rush because her dad had been taken very ill. I feel like i want to give her a refund, but my daughter suggests i offer her 3 free nights at our quieter time. What would you do?
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Marks



Joined: 06 Nov 2006
Posts: 2764
Location: Costa Blanca

PostPosted: Thu Aug 03, 2017 12:31 pm    Post subject: Reply with quote

No refund, it is what travel insurance is for.
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Cymraes



Joined: 07 Jul 2015
Posts: 301
Location: North Wales

PostPosted: Thu Aug 03, 2017 12:38 pm    Post subject: Reply with quote

Nothing.

It sounds harsh but you are running a business now. It is not up to you to act as insurer for other people's holidays.
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PW in Polemi



Joined: 21 Oct 2012
Posts: 1738
Location: A village in Paphos, Cyprus

PostPosted: Thu Aug 03, 2017 12:45 pm    Post subject: Reply with quote

As Marks says, it's what travel insurance is for.

However, if you want to treat your guests as you would like to be treated yourself in similar circumstances, and if you want to have lovely glowing feeling, take up your daughter's suggestion and offer 3 nights at a reduced price in the future. If you do offer this (or anything similar) remember to specify when the cheaper days must be booked by and during what period they can be taken (you may not want them to arrive for 3 cheap/free days over a peak period that you can sell at full rate, for instance).

Remember, this is a business, but it's up to you and your conscience how you run your business.

PS I think we are all assuming that you have received full payment for the week, and that there is no damage to put right.
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debbuck



Joined: 25 Jul 2017
Posts: 7
Location: york

PostPosted: Thu Aug 03, 2017 1:23 pm    Post subject: Reply with quote

Thank you for all the replies, yes we have received all money in full and there was no damage. I remember a few years ago we had booked a holiday, then our son died so was unable to go. The lady lady returned all my money. I suppose i was just feeling sorry for the couple who had to leave early.
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zebedee



Joined: 12 Sep 2014
Posts: 754
Location: yorkshire dales

PostPosted: Thu Aug 03, 2017 2:08 pm    Post subject: Reply with quote

I would be grateful that they have told you they were leaving, so the changeover can be sorted.

I would personally offer a small discount off an out of season stay, but you are not under any obligation to do so.
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Pirou



Joined: 30 Jan 2017
Posts: 55
Location: A bit north of Pirou, Normandy (50)

PostPosted: Thu Aug 03, 2017 3:53 pm    Post subject: Reply with quote

Debbuk, like the others I think it's what insurance is for. I read an old post a while ago pointing out that we supply accommodation and insurance companies don't provide accommodation but do sell holiday insurance but an offer of a discount at a future time would be kind.

I didn't want to close out the topic without acknowledging you mentioning the loss of your son. What a terrible loss you have had to bear. I hope you have many many wonderful memories of him.
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Stewart



Joined: 11 Jun 2011
Posts: 83
Location: Fife, Scotland

PostPosted: Sat Aug 05, 2017 6:45 am    Post subject: Reply with quote

Agree with the general thrust here. There is a softer way though. Offer them a "free" or cheap return break (at a time that suits you). That way you may just secure a customer who comes back more than once. Repeat custom is so much cheaper to secure than pitching for new.
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greenbarn



Joined: 30 May 2009
Posts: 5901
Location: The Westmorland Dales, Cumbria

PostPosted: Sat Aug 05, 2017 9:18 am    Post subject: Reply with quote

When there are genuine reasons we have the luxury of taking the path that suits us - itís our business after all.

Guests should have insurance, weíre not in the business of underwriting their risks for free. Maybe they have - it might even be bundled in with a banking service or something and they donít even know.

My feeling is to combine the key suggestions already made.

Sympathise and offer them all the help they need with the paperwork to claim off their insurance. Donít ask if they have it - just assume.

Then, because you can, also offer them a reduction off a future stay - something they can look forward to when their situation improves. I certainly wouldnít go for an offer of a free stay, or even really cheap; Iíd pitch it as a fixed or percentage discount on any stay at any time within the next 12 months - something along those lines. If they take you up on it, youíve got a feel-good factor with returning guests and quite possibly ongoing repeat and/or recommendations - thatís worth the cost of the discount. If they donít for whatever reason, youíve made the offer and it hasnít cost you anything.
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e-richard



Joined: 17 Oct 2004
Posts: 4874
Location: Algarve, Portugal

PostPosted: Sat Aug 05, 2017 11:13 am    Post subject: Reply with quote

greenbarn (but my bolding) wrote:
Sympathise and offer them all the help they need with the paperwork to claim off their insurance. Donít ask if they have it - just assume..

+1
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charles cawley



Joined: 21 Sep 2010
Posts: 1205
Location: Herefordshire, Shropshire, Borders

PostPosted: Mon Aug 07, 2017 7:29 am    Post subject: Reply with quote

It may be 'shutting the door after the horse has bolted', but it is worth putting in your confirmation of booking e-mail, advice about the holiday insurance, just in case.

This will make it easier to be businesslike in this sort of situation. Kindness is easier if business is buoyant but if you are still gathering momentum it can be an unjust imposition when guests expect it.
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