What would you do if your guest wanted to wrap up early?
For full context, our guest had reserved a 12 hour booking from 8am-8pm. At 4pm the guest requested to wrap up. This would be 4 hours early and so they wanted a full refund for the 4 hours. What would you say or do here? Do you give the full refund or a partial refund? Any suggestions would be appreciated!
I can see how the guest may feel inclined to a partial refund. However, the main reason this concerns me is because it books my hours and loses other potential customers if they cancel at the very last minute.
They are not entitled to a refund since they booked hours which could have gone to another potential guest.
We have all day productions and if they finish early we do not refund. It is just like if they cancelled the day of the booking or just did not show up for their booking which they would not be refunded for.
If this guest gives a bad review because you did not refund for the hours not used all you have to do is contact Peerspace.
One more suggestion: If they have asked for a refund, if they have not already done so, tell them to make their request via Peerspace. (You can say you have to think about it) Or, if they have asked via text, you will have the screenshot of the request. You need a record of it. That way, if they give you a bad review, Peerspace will know that itâs a revenge review and will likely remove it.
No refund. As what the previous posters said, make sure the request is via Peerspace, not just verbal. It has to go through them anyway. Decline the request. You are under no obligation. The renter should have planned accordingly. If there was a stipulation ahead of time, thatâs different but otherwise you planned for the space to be used for that time period. No one would expect to be refunded if they checked out at say 11pm instead of the next morning at a hotel, right?
Asking for a refund because you didnât use all the time is like ordering something in a restaurant, only eating half of it, and then asking for half off your check. Come on!
This is the Operations Director for Grahamâs listing
The short answer: Let them wrap up early and enjoy your evening and those four free hours
The renter is ridiculous and shameless for even asking that. Reminds me of the time a renter rented our mic and speakers, then didnât use them and thought weâd give her the money back. Even had her DAD call us. A professional adult did that.
Geo is correct, booked hours are booked hours. âWhen a reservation is booked, we reject competing offers for the day both current and future, no matter the value, and lay out costs for staffing, schedule cleaners to come in, buy insurance etc. over and above the 15% Peerspace takes from every rental cost. We abide by the agreed rental to the letter, and while the renter may add services or time post-booking at added cost, we do not reduce a rental below the original agreed price for any reason.â
Or to put it less diplomatically: âWe didnât book you â12 hoursâŚor maybe less if you change your mind halfway during the rental.â We booked you for 12 hours. A dealâs a deal.â
Document everything on Peerspace, as Yvonne mentioned. If youâre a Power Host, send a text and/or photo to their line so itâs time-stamped when the client leaves
My policies state that there are no refunds for unused time.
Update your cancelation policy to make sure there is no question about when they can get a refund. When someone asks, you can refer to your cancelation policy and blame it on âthe systemâ if you donât feel comfortable outright telling them no.
When weâve had guests wrap super early, IF they are lovely guests and not asking for refund we sometimes offer to credit some extra time when they book again. Without giving an exact number or precise discount prices, we just tell them to remind us when they book again and weâd be happy to add some time!
Key words: if they book again. not just free time anytime, they have to book first.
Itâs a good one, but not the only one we use in deflecting refund, cancel, reschedule requests