Continuing the discussion from Escort Services! Don't Let Them Fool You!:
Continuing the discussion from Late cancellations, death in family:
Okay so itâs Christmas Day and a family from France says they arenât coming due to a death in the family. I really doubt the storyâmy guess is that they are already in the country and enjoying themselves at another location and just donât want to uproot for the two days theyâve booked here. I donât have a crystal ball, of course, but this is just a feelingâŚthere was no photo of the guest and about two days ago, I had to send him the info about my place. He did not contact me for anythingâI have always had to contact him.
What will Airbnb do here?
I sent them the following message: "Iâm so sorry to hear this. Unfortunately, I will require proofâin the form of a death certificateâif you request a refund. Cancellations due to âa death in the familyâ occur with improbable frequency and so I hope you will understand.
My father died at Christmas, which of course made celebrating difficult for several years, so you have my condolences."
What is your cancellation policy and are they supposed to check in today?
I would not have responded with your reply. Then they think it is up to you. It is not - you can say âI am sorry to hear there is a death in your family. Did you happen to purchase trip cancellation insurance for your trip? If not, your credit card may provide it. Unfortunately, I have blocked my calendar since you booked and I refused others who were interested in reserving.â
I would not even mention the âextenuating circumstancesâ policy that Air has where death in the family can be used. I would let the guest discover this on their own. Air will probably ask you to refund but I would say no. These guests need to understand that you could have rented to someone else - why should you take the financial loss?
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Good call, cabin - I would even cut off the ending, starting with "unfortunatelyâ. We need to stop being apologetic for such things. Business is business.
I like how you shared your own personal loss, Reeny, a nice caring touch - but so sorry you had a loss at this time of year. While our family is celebrating thereâs a part of my heart missing our loved ones who have passed, and thinking of friends who are in tragic circumstances, or also grieving loved ones. I would have loved to have been able to call my mother-in-law to talk to her about the guacamole we were making this morning - something she taught me to do.
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good point. YeahâŚI prob. wouldnât use the word unfortunately - just spewing something off.
I think a better way to word it would be âIâm sure you understand that I have turned away other guests to book the dates you had reservedâ - or something like that.
Actually, yeah, you werenât apologizing, just explaining. This is my âover 50nessâ talking, lol!!
I have a strict cancellation policy, so with a check-in on boxing day, I think heâs out of luck.
My purpose in wording things this way as to put him on notice that while Iâm sympathetic, Iâm not going to refund him without a bit of a fight. Other hosts in my city have told me about their arms being twisted to provide refunds, even with strict cancellation policies. I did this as a heads-up.
Cabin, what you say makes sense, but in the event that there really was a death, I would find those words a tad cold. My father died on Dec. 23rd and I remember what that was like. So just in case this is true, and there really was a death, I wouldnât be comfortable being completely business-like. Some people use Airbnb for the human touch, and I want to be conscious of that.
I was aiming for two things: empathy and the message that I was still entitled to be paid. Besides, if he contacts Airbnb, heâll find out about the possibility of getting off the hook anyway.
Btw, he contacted me and said that âof courseâ he would not be asking for a refund. Iâm taking a wait and see attitude, but so far, so good.
Yes, definitely reword so it is empathetic. I am only writing a rough draft and what is coming to my mind right away. If I was actually writing the guest about a death in the family I would take a lot of time to write my response.
Reeny, I was about to say I liked your initial response but then I read Cabinâs which is also awesome! I would use something to that effect the next time I get a guest with a death. And as you say, they do seem to occur with improbable frequency.