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We have guests checking in in two days and they just messaged saying they need to cancel due to a family emergency (family member being hospitalized). They booked last month using the nonrefundable option (we offer a 10% discount for this option).
How would you handle this? We won’t be able to rebook in this short of a time, and bookings have been down for us in general lately. We are struggling to cover costs at this point.
Edit: thanks everyone for your wisdom and advice! We will stick to the no refund, and offer to help with any claim they want to submit to their travel insurance. Really appreciate this everyone!
Stick to the policy. The establishment I work for used to have a policy of refunding nonrefundable bookings on provision of relevant paperwork (hospital letter, bereavement paperwork, police report etc depending on what the specific sob story was); in the 18 months or so between me starting to work there and the policy finally being dropped the grand total of people who actually provided said paperwork was a big fat zero. Plenty of abuse and threats, though.
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