Yesterday, we got a booking request for 2 people. It was last minute, to stay last night. We accepted the reservation. Then 2 minutes after we accepted the reservation, the guy emailed stating that he was also bringing 3 kids. Our room really does not accommodate 5 guests. I asked him to cancel the reservation because we could not fit that many people. He refused and stated that he would lose half of his money. I told him we only accepted his reservation because he stated that he would be 2 guests only.
We called AirBnB and customer service said she would manually cancel it and that he would have to pay the 50% penalty. My Mother (the business owner) felt bad and did not want him to have to lose half of his money. We called AirBnB back and said we would be willing to let them stay, but that they would have to pay the $10 extra per person per night. It would be $30, and with state tax and fees, we sent them a resolution (AirBnB’s instructions) to have them pay the extra $35. The guy wrote back and stated he felt “trapped” because he knew he could get a room elsewhere for cheaper.
My Mother, feeling bad for him, called him and told his wife that we would mail him a check as soon as we get the money from AirBnB. I have a very bad feeling about this transaction. Not only did it take up 3 hours of our time (calling AirBnB and dealing with him), but now I am concerned that he will give us a negative review. I am afraid he will write that we were not accommodating, would not allow his kids, etc.
We did make the acception to allow his kids, but we asked him to pay for it. When he refused, we further said that we would not cancel the reservation, but instead, would send him his money. In the end, he did not stay with us. But on paper, it shows he stayed with us.
Have any of you had this happen? How did you handle it or what would you have done if in this situation? If it were up to me, I would’ve had AirBnB cancel it so we did not get penalized. But my Mother felt bad. What a mistake I feel that we’ve made!