Post by celeste on Sept 26, 2015 16:06:59 GMT
Repeat guests, guests who were nice, but prompted us to add "No Massage Oils" in house rules and who broke a few rules (no biggies but def annoying), put in another reservation request over a month ago for this weekend. Before accepting I reiterated the rules, and asked if it was just him as the reservation was only for 1, or if it was 4 guests again. No answer. With clock ticking, I accepted before time ran out.
Few days ago, I again messaged double checking that it was only him and we did not need to prepare the 2nd bedroom. He said it was his whole family again but they didn't need the 2nd bedroom if it wasn't prepared -(uh, that's not how it works, you still have 4 people, not 1!)
I told him no prob, we'll alter the reservation. He never accepted the alteration or responded to my messages asking him to please accept alteration.
Then DAY OF, that afternoon, a few hours before check in, says he's having work/family emergencies and asked what the cancellation fee is if he ends up needing to cancel. I quickly respond that we have a 5 day beforehand cancel policy in place but if he lets us know ASAP, maybe we could figure out a partial refund.
No response.
Around 8pm, I message and let him know the place is ready & waiting. No response.
Nearing 1pm, he messages and says he does need to cancel, that he has a missing family member: "Yes we need to cancel. I have a missing family member. Rough time!!! I can be in touch with Air bnb as well after I hope this is resolved. Thank you for understanding."
I messaged him this a few hours ago, and he STILL has not *actually* cancelled:
"Sorry about your family member! When canceling, please go into your reservation and *actually click cancel ASAP*. If you had actually canceled yesterday there could have been a slight chance of a last minute booking for this weekend, as we rely on weekend bookings, but now it's an impossibility... We just had a fatal family tragedy this week as well, auto accident. Hope your loved one is ok & turns up soon!
"
It seems he wants a refund. Not sure what to do. We are dealing with stuff too, but still held up our end of the deal...
Few days ago, I again messaged double checking that it was only him and we did not need to prepare the 2nd bedroom. He said it was his whole family again but they didn't need the 2nd bedroom if it wasn't prepared -(uh, that's not how it works, you still have 4 people, not 1!)
I told him no prob, we'll alter the reservation. He never accepted the alteration or responded to my messages asking him to please accept alteration.
Then DAY OF, that afternoon, a few hours before check in, says he's having work/family emergencies and asked what the cancellation fee is if he ends up needing to cancel. I quickly respond that we have a 5 day beforehand cancel policy in place but if he lets us know ASAP, maybe we could figure out a partial refund.
No response.
Around 8pm, I message and let him know the place is ready & waiting. No response.
Nearing 1pm, he messages and says he does need to cancel, that he has a missing family member: "Yes we need to cancel. I have a missing family member. Rough time!!! I can be in touch with Air bnb as well after I hope this is resolved. Thank you for understanding."
I messaged him this a few hours ago, and he STILL has not *actually* cancelled:
"Sorry about your family member! When canceling, please go into your reservation and *actually click cancel ASAP*. If you had actually canceled yesterday there could have been a slight chance of a last minute booking for this weekend, as we rely on weekend bookings, but now it's an impossibility... We just had a fatal family tragedy this week as well, auto accident. Hope your loved one is ok & turns up soon!
"
It seems he wants a refund. Not sure what to do. We are dealing with stuff too, but still held up our end of the deal...
