The guest booked on 11 October for a 1 night stay on 17 October. The guest cancelled the booking tonight. We have a Moderate cancellation policy so, because they are within 5 days of their stay, the policy states no refunds. The cancellation was quickly followed by a request for a full refund. In doing so, apologising and recognise the short notice by they feel they’ve given sufficient notice.
This is our first cancellation by a guest and advice would be welcomed. My instinct is to be accomodating where we can. However, they did only book on short notice and knew what they signed up to. I’m inclined to not agree a refund.
Is this the correct approach?