We have a couple scheduled to check in today to stay through Monday. She wrote to me to say that they had a family emergency this morning and asked if they could maybe check in tomorrow at 10am instead.
I replied that I was so sorry to hear, and would be happy to refund them in full despite our policy. It was my immediate read of the situation - just that they were looking for that, and genuinely if there is a family emergency the last thing you want to be worried about is lost money or try to trudge through a beach vacation so you don’t. No response.
I am just having trouble squaring family emergency with coming early the next day?
We’ve been burned so badly by recent guests and have basically resigned from this whole thing, but these people booked a few months ago (instant, no reviews, no profile photo – which sure is a warning but we’ve also had wonderful guests with the same) and I didn’t want to ruin their plans. We are far beyond the money at this point.
I’m seriously considering a same day cancel. Am I right to trust my gut or being unfair?
I know this forum will give me a dose of reality.