I’ve been experimenting with the “strict or non-refundable” option this summer, and realized that a lot of people think they’re getting a deal when they get a 10% discount even if the base price is higher than it normally would be. It’s a pretty neat mental trick with no consequence, or so I thought. I didn’t realize it but that policy doesn’t include a 48 hour grace period.
Yesterday a woman booked my place for an family getaway (8 people) near the end of August and today she messages me “Hi Jonathan, I read the cancellation policy. To confirm we would only get cleaning back at this point if we cancel? I just am having issues with work. I understand if it is too late though. Kindly let me know.”
The booking is about $1,700 for three days so it’s a lot of dough. I could probably find someone to rebook pretty easily maybe even at a higher rate, but you never know. Normally I give people refunds if I can get a rebooking, but in this case I’m not sure what to do since she did specifically choose the non-refundable option.
My inclination is to offer a 90% refund (plus cleaning fee) since she would have saved 10%. But maybe that sets a bad precedent since she did choose the nonrefundable option. Thoughts?