|
|
Post by Maria Lurdes (Milu) on May 15, 2016 15:53:41 GMT
This is far from a 911, but I could use some timely advice.
I just received this from a guest checking out (by now, having checked out):
Thank you so much for this lovely apartment Maria, we had a great time! We're getting ready to leave now. I was wondering about the fee for ekstra people, since one of this didn't come on the trip we have been 5 people here, not 6, and that is about 205 dollars we paid ekstra, can we get it back? :-)
Anette
So this was sent at 10:50am, check out is at 11am.
My draft reply:
Hi Anette, thanks for the email. I wish that you had told me about the guest count within the first 24 hours but now that the booking is over it's too late. How about this, if you return for another visit I will apply this amount back to you in the form of a discount. We have small places too, so you don't need to come back with a whole group.
I think it's quite odd to ask for a refund at the end of the trip, instead of letting me know right away, considering that I had checked in with her twice and each time "everything is great" was the reply.
What would you do?
|
|
|
|
Post by High Priestess on May 15, 2016 17:32:08 GMT
That is an awkward situation --- I suppose it is once again, one of those things which if clarified in advance (like the many other things which ideally are clarified in advance) could result in making your listing description/house rules ever longer and longer.
Ideally -- one could state something in the listing description, or house rules, to this effect:
I would say 1-2 days before reservation start date. I would say it is not reasonable for a guest to expect a refund for extra guests, after the reservation has actually started. If part of their party flaked on them, those guests are responsible to compensate the guest who booked, rather than you being responsible to the booking guest to provide a refund.
|
|
|
|
Post by High Priestess on May 15, 2016 17:37:23 GMT
As with many issues with guests, it helps a lot to have language in one's listing/rules which speak to the issue being raised, so that the guest can see that they fall within a stated policy. It makes sense that one shouldn't expect a refund for a guest who didnt' come after the reservation has ended, but to clarify this in advance could nip such requests in the bud.
Also, if a guest requests a refund for a non-present guest after the fact, how can host know that person didn't actually come and stay the whole time?
I think your response is fine and very reasonable.
|
|
|
|
Post by Maria Lurdes (Milu) on May 15, 2016 17:56:38 GMT
Thanks for the feedback Deborah. Your suggested language for house rules is great for me, as I do tend to have groups more often then just single travelers or couples. I think it's worth clarifying. Also totally agree that the guest is asking me to take their word for it - of course these are lovely guests and I doubt that they are lying, but giving that there is no way for me to verify, I'm taking it on faith that the situation is as she says.
|
|
|
|
Post by helgaparis on May 16, 2016 20:49:34 GMT
I had that from time to time for a festival. Young folk booked early and in the months before, they changed girlfriends and numbers at least every two months. I use to tell them that up to the maximum occupancy, everything is possible and I need numbers, names and possible extra payments a week before arrival. One year I did a refund then. After departure with no warning seems strange.
Once, my couple plus female friend changed to 4 big young men, which I would not have accepted if presented that way. The favour to let them split the costs for 3 by four got me a bad review over my too small futon. No more fourth person and an extra person fee after two.
But as you tell us, that can be a trap too.
|
|
|
|
Post by maria on Jun 2, 2016 14:54:10 GMT
This is far from a 911, but I could use some timely advice. I just received this from a guest checking out (by now, having checked out):
Thank you so much for this lovely apartment Maria, we had a great time! We're getting ready to leave now. I was wondering about the fee for ekstra people, since one of this didn't come on the trip we have been 5 people here, not 6, and that is about 205 dollars we paid ekstra, can we get it back? :-)
AnetteSo this was sent at 10:50am, check out is at 11am. My draft reply:
Hi Anette, thanks for the email. I wish that you had told me about the guest count within the first 24 hours but now that the booking is over it's too late. How about this, if you return for another visit I will apply this amount back to you in the form of a discount. We have small places too, so you don't need to come back with a whole group.I think it's quite odd to ask for a refund at the end of the trip, instead of letting me know right away, considering that I had checked in with her twice and each time "everything is great" was the reply. What would you do? I like your response. I would probably do the same; at the 11th hour you shouldn't be under any obligation. |
|
|
|
Post by linda on Jun 4, 2016 13:09:53 GMT
I don't blame you, I would not appreciate refundin $200 - that's a big hit
|
|
