Guest booked about two weeks ago for a one night stay, non refundable policy. About 24 hours before check in they messaged asking to cancel and get a full refund, saying there was a death in the family.
I honestly feel bad for them, but at the same time it’s super last minute and there’s basically zero chance I can rebook the night. That’s why I have the policy in the first place.
How do you usually handle situations like this? Stick to the policy, offer partial, or make an exception?
Update: I politely declined the refund. Guest decided to keep the reservation and is coming as planned
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