New to this
New to this
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?
- PW in Polemi
- Posts: 1781
- Joined: Sun Oct 21, 2012 5:23 am
- Location: A village in Paphos, Cyprus
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.
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.
Dogs have masters. Cats have slaves!
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.
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.
When there are genuine reasons we have the luxury of taking the path that suits us - it’s our business after all.
Guests should have insurance, we’re 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 don’t 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. Don’t 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 wouldn’t go for an offer of a free stay, or even really cheap; I’d 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, you’ve got a feel-good factor with returning guests and quite possibly ongoing repeat and/or recommendations - that’s worth the cost of the discount. If they don’t for whatever reason, you’ve made the offer and it hasn’t cost you anything.
Guests should have insurance, we’re 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 don’t 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. Don’t 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 wouldn’t go for an offer of a free stay, or even really cheap; I’d 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, you’ve got a feel-good factor with returning guests and quite possibly ongoing repeat and/or recommendations - that’s worth the cost of the discount. If they don’t for whatever reason, you’ve made the offer and it hasn’t cost you anything.
+1greenbarn (but my bolding) wrote:Sympathise and offer them all the help they need with the paperwork to claim off their insurance. Don’t ask if they have it - just assume..
** Richard
PIMS: Holiday Rental Management system
They say we learn from our mistakes. That makes me a genius !
PIMS: Holiday Rental Management system
They say we learn from our mistakes. That makes me a genius !
- charles cawley
- Posts: 1205
- Joined: Tue Sep 21, 2010 1:53 pm
- Location: Herefordshire, Shropshire, Borders
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.
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.
No web-site for now.
Advice about holiday letting
Advice about holiday letting