Hi everyone! I hope this finds you well.
This morning I was expecting a crew to come into my space, they booked for today the 28th of September, when they were late 15 minutes I reached out to them, to that they replied that they wanted to book for the 1st of Oct and explaining how they didn’t realize how they booked it like that. It is strange because the app gives them mails and notifications.
Now after waking up at the crack of dawn to set up everything for them, and also coming early from a trip for this shoot I’m really not sure what to do here, because I need to be compensated for this day in some form. They booked for 11 hours.
Do you have any suggestions of how I should go about doing this?
Thank you so much and have a great day!
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More than likely, the renter realized they needed to reschedule and thought, let me go this route and see if this excuse will fly. They get a confirmation when booking and notifications when rental time is coming up. So being that you are inconvenienced, you take the money that is rightfully yours and offer to book for a mutually agreeable time and offer a decent discount. At least this is what I’d do.
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They owe you for the whole day, period. Peerspace will collect the full sum for you. You do not owe the guests anything further. If you choose to extend a credit to them if they want to rebook, that’s up to you, but you’re under no obligation to do so.
In your review of today’s booking, make sure to point out that they flaked, in a polite and professional way. This will insulate you against any negative things they may write in their review, should they choose to go that route.
Personally, I would just let it sit. Your money is on its way. If they reach out later and want to book another day, you can go from there. In the meantime, enjoy your day!
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Kind of an awkward situation.
I would feel it out to see if they’re being genuine or just trying to get away something. For example, my rates are different on the weekend. In the past, I’ve had people book a weekday, confirm the booking, but then try to switch to a weekend date later with the hope that I don’t charge them the difference for the weekend rate.
Furthermore, I would weigh out the balance between taking the money for today (which you rightfully deserve) and the potential of turning them into a long term client. Consider a discounted rate for future bookings in that circumstance.
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This is the Ops Director for Graham’s venues, I deal with these issues all the time:
- Don’t make their problem your problem unless you choose to.
That money is yours and Peerspace will pay it out as usual, some rabbit holes are fine to go down but vet them for coming in on the 1st thoroughly
For our part, we’re very selective in making other people’s problems ours, naturally every one of them case-by-case, but when you’ve done enough of them they inform the next 
- There is no review for a rental that doesn’t happen.
The moment you know a renter is not coming, email Peerspace immediately, providing any text/email communications with the renter when possible. Peerspace will never refund a renter for screwing up their own schedule, you provided the agreed service, being the venue and the hours
Email Peerspace as soon as the rental time ends and ask them to delete out the review function for this rental, explaining the renter never arrived and there was no rental experience for the renter to write about
The renter patently has no right to write a review, much less one damaging your business. Should you rebook them and they try to mess with you in their next review, all of this can be used in a dispute to get a bad review removed.
- All of that said, it could all be an honest mistake and you may wish to give them a discount at your discretion, based on your follow-up call with them, going out of your way for them on the 28th, open inventory on the 1st etc.
But never give a renter two rental dates for the price of one because they dropped the ball.
Preface any conversation (politely) about the 1st with reminders of what you did to make the 28th happen from a logistics/staffing/insurance/money outlay perspective (“Guys c’mon I did cut a vacation short for you”). We’re selling both space and time here, and once a date passes unsold, or a holiday date cut short, they’re never coming back.
The leverage in any negotiation here is yours. Good luck!
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smart lil dude
great thinking
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