I can't make it this weekend, I need to reschedule

[Generic]

Stick to your guns. Follow your policy. When they made a reservation, they entered into a contract with you. Because they chose to cancel/reschedule within a given period, they are subject, by the terms of the contract to forfeit whatever charge was stated in your policies.
Why in God's name would anyone give a gift certificate for a someone who is canceling or rescheduling a reservation with short notice? You have taken that room off the market and if you can't rebook that date, you lose that income. If you're just trying to be nice, offer to transfer their deposit IF you can rebook the room. Otherwise, they will just need to place a new deposit..

. . . Why in God's name would anyone give a gift certificate for a someone who is canceling or rescheduling a reservation with short notice? You have taken that room off the market and if you can't rebook that date, you lose that income. If you're just trying to be nice, offer to transfer their deposit IF you can rebook the room. Otherwise, they will just need to place a new deposit.

I have wondered this myself. "This deposit secures THIS reservation on THIS date for THIS room, and cannot be changed unless it is replaced by another." It's sort of like taking an option out on the room. I won't -- can't -- sell the room to anyone else, but if you choose not to exercise your option, well . . . don't think you're going to make your problem become mine!" I personally would have deposit, of whatever amount, to hold the room, and at the beginning of the cancellation period the full amount would be charged. A refund would only be available if the rooms could be re-let before the actual reservation date, and only up to the amount I was able to get (less a cancellation fee). "You booked it, you 'bought' it and it's gone; it can't be returned, and I can't get it back."

Last night, I found a place that had a 60 DAY cancellation period. All cancellations are charged $150 PER PERSON.
.

I don't take deposits at all. And I allow cancellations up to 7 days in advance. It all depends on your situation. I have very few cancellations. And so far only two no shows in all my years of doing this. No shows are charged for the full stay. Cancellations are charged for a single night, as per my policy. I sometimes will give out the GC (it's not policy, it's my choice) but it's restrictive and can't be used for fees, ever. And change of date is considered a cancellation and a new booking, subject to the cancellation fee. No way out of the cancellation fee.
But I also have to deal with a lot of competition. And the difference in policies between B&Bs does make a difference. Some B&Bs charge a deposit. Others charge a cancellation fee. It does make a difference in how people and when people book. I found that with a deposit people held off to just a few weeks in advance. It was counterproductive to my planning. I also get longer bookings by not charging a deposit. And as I said, I get very few cancellations. But your mileage may differ.

 

[Alibi Ike]

Update #2
He just called back and said "I am going to make it this weekend. It is ridiculous that I have to pay for something I am not going to be able to do." I said "Great! Glad you can make it afterall! We will see you on Saturday." He said "Yeah okay" click.
S/b Fun! Someone who doesn't want to be here, who is mad because they have to be here, and don't want to lose the one night deposit for the one night stay so they are coming anyway...just to make sure they get their money worth. S/B fun...can't wait!

Again, and again and again, not sure HOW MUCH BOLDER I CAN MAKE IT TO READ THE POLICIES. YOU HAVE AGREED TO TO THIS CONTRACT WHEN YOU GIVE US YOUR CREDIT CARD. YOU HAVE AGREED TO PAY FOR THIS ROOM AND WE HAVE AGREED TO HAVE YOU HERE!!!
Arghhh.

Oh I hate this scenario the most. Whatta jerk. Kill him with kindness, there's not much else you can do.
Do you think they even bat an eye about being SO hypocritical? Oh, I can't make it because XYZ...oh, it's going to cost me? Never mind, I can make it.
.

Do you think they even bat an eye about being SO hypocritical? Oh, I can't make it because XYZ...oh, it's going to cost me? Never mind, I can make it.

There are a few people who would feel sheepish calling back and saying they can all of a sudden make it. Not most of them. Most of the people we've had call back when they found out they weren't getting a refund were grumps about it.
I know it doesn't matter how clear we are about this stuff, someone always has what they think is the 'best' reason why we should let them off the hook.
You can tell when they've been practicing because as soon as you say, 'Oh, I am so sorry that happened. We'll do our best to fill your room this weekend. We'll let you know on Monday if you'll be receiving a refund or not,' there's a little gasp and then, 'You're STILL going to charge us?' ('even after we made up THE best excuse???')

 

[Alibi Ike]

Stick to your guns. Follow your policy. When they made a reservation, they entered into a contract with you. Because they chose to cancel/reschedule within a given period, they are subject, by the terms of the contract to forfeit whatever charge was stated in your policies.
Why in God's name would anyone give a gift certificate for a someone who is canceling or rescheduling a reservation with short notice? You have taken that room off the market and if you can't rebook that date, you lose that income. If you're just trying to be nice, offer to transfer their deposit IF you can rebook the room. Otherwise, they will just need to place a new deposit..

. . . Why in God's name would anyone give a gift certificate for a someone who is canceling or rescheduling a reservation with short notice? You have taken that room off the market and if you can't rebook that date, you lose that income. If you're just trying to be nice, offer to transfer their deposit IF you can rebook the room. Otherwise, they will just need to place a new deposit.

I have wondered this myself. "This deposit secures THIS reservation on THIS date for THIS room, and cannot be changed unless it is replaced by another." It's sort of like taking an option out on the room. I won't -- can't -- sell the room to anyone else, but if you choose not to exercise your option, well . . . don't think you're going to make your problem become mine!" I personally would have deposit, of whatever amount, to hold the room, and at the beginning of the cancellation period the full amount would be charged. A refund would only be available if the rooms could be re-let before the actual reservation date, and only up to the amount I was able to get (less a cancellation fee). "You booked it, you 'bought' it and it's gone; it can't be returned, and I can't get it back."

Last night, I found a place that had a 60 DAY cancellation period. All cancellations are charged $150 PER PERSON.
.

I don't take deposits at all. And I allow cancellations up to 7 days in advance. It all depends on your situation. I have very few cancellations. And so far only two no shows in all my years of doing this. No shows are charged for the full stay. Cancellations are charged for a single night, as per my policy. I sometimes will give out the GC (it's not policy, it's my choice) but it's restrictive and can't be used for fees, ever. And change of date is considered a cancellation and a new booking, subject to the cancellation fee. No way out of the cancellation fee.
But I also have to deal with a lot of competition. And the difference in policies between B&Bs does make a difference. Some B&Bs charge a deposit. Others charge a cancellation fee. It does make a difference in how people and when people book. I found that with a deposit people held off to just a few weeks in advance. It was counterproductive to my planning. I also get longer bookings by not charging a deposit. And as I said, I get very few cancellations. But your mileage may differ.
.

Oh, my mileage is so much different! 100's of cancels every year. (That with no deposit being taken.) This year, with deposits? 17 so far. (But the year is young.) I'm hoping for more serious reservations. ie- not the people who book 4 inns and then get together and decide which one they want.
The reason we went to taking deposits was a $2000 loss last Oct when cancellations were coming in faster than we could answer them and the cards were not valid when we tried to recoup some of the money. Also, to rid ourselves of the place holders. For anyone who says, 'But if you're too strict they won't book,' that's absolutely correct. And they won't tie up rooms that I am turning guests away for.

 

[Alibi Ike]

Stick to your guns. Follow your policy. When they made a reservation, they entered into a contract with you. Because they chose to cancel/reschedule within a given period, they are subject, by the terms of the contract to forfeit whatever charge was stated in your policies.
Why in God's name would anyone give a gift certificate for a someone who is canceling or rescheduling a reservation with short notice? You have taken that room off the market and if you can't rebook that date, you lose that income. If you're just trying to be nice, offer to transfer their deposit IF you can rebook the room. Otherwise, they will just need to place a new deposit..

. . . Why in God's name would anyone give a gift certificate for a someone who is canceling or rescheduling a reservation with short notice? You have taken that room off the market and if you can't rebook that date, you lose that income. If you're just trying to be nice, offer to transfer their deposit IF you can rebook the room. Otherwise, they will just need to place a new deposit.

I have wondered this myself. "This deposit secures THIS reservation on THIS date for THIS room, and cannot be changed unless it is replaced by another." It's sort of like taking an option out on the room. I won't -- can't -- sell the room to anyone else, but if you choose not to exercise your option, well . . . don't think you're going to make your problem become mine!" I personally would have deposit, of whatever amount, to hold the room, and at the beginning of the cancellation period the full amount would be charged. A refund would only be available if the rooms could be re-let before the actual reservation date, and only up to the amount I was able to get (less a cancellation fee). "You booked it, you 'bought' it and it's gone; it can't be returned, and I can't get it back."

Last night, I found a place that had a 60 DAY cancellation period. All cancellations are charged $150 PER PERSON.
.

. . . Why in God's name would anyone give a gift certificate for a someone who is canceling or rescheduling a reservation with short notice? You have taken that room off the market and if you can't rebook that date, you lose that income. If you're just trying to be nice, offer to transfer their deposit IF you can rebook the room. Otherwise, they will just need to place a new deposit.

I have wondered this myself. "This deposit secures THIS reservation on THIS date for THIS room, and cannot be changed unless it is replaced by another." It's sort of like taking an option out on the room. I won't -- can't -- sell the room to anyone else, but if you choose not to exercise your option, well . . . don't think you're going to make your problem become mine!" I personally would have deposit, of whatever amount, to hold the room, and at the beginning of the cancellation period the full amount would be charged. A refund would only be available if the rooms could be re-let before the actual reservation date, and only up to the amount I was able to get (less a cancellation fee). "You booked it, you 'bought' it and it's gone; it can't be returned, and I can't get it back."

Last night, I found a place that had a 60 DAY cancellation period. All cancellations are charged $150 PER PERSON.

It is the IF IT CAN BE RE-BOOKED phrase hat drives me up the wall. HE booked, HE cancelled and YOUR policy is full charge. Now if that room can be rerented it should be gravy for YOU.
For those who never worked in a hotel before, let me clue you in - ALL no-shows are charged. ALL who did not cancel befor 6 PM are charged. And I guarantee you that if a room can be sold at midnight or 3 AM and there is no one actually in that bed at that time, that room WILL BE RENTED and the person who booked that room will not get a refund of any kind nor a GC.
You booked, you cenceled after window to cancel, you pay. Period
.

It is the IF IT CAN BE RE-BOOKED phrase hat drives me up the wall. HE booked, HE cancelled and YOUR policy is full charge. Now if that room can be rerented it should be gravy for YOU.
For those who never worked in a hotel before, let me clue you in - ALL no-shows are charged. ALL who did not cancel befor 6 PM are charged. And I guarantee you that if a room can be sold at midnight or 3 AM and there is no one actually in that bed at that time, that room WILL BE RENTED and the person who booked that room will not get a refund of any kind nor a GC.
You booked, you cenceled after window to cancel, you pay. Period

This does not sit well with me. There is a difference between a cancellation and a no-show. When the room is booked, it is removed from inventory. If a the guest lets me know that the room will not be used, I will put that room back into inventory and attempt to get another guest. If I do, I will refund (most of) the original guest's money, as a karmic way of saying "Thanks for letting me know." That's the way I'd like to be treated, and believe it will come back to me in spades.
A no-show, on the other hand, gets no refund. I can't rebook the room; it is paid for, and considered occupied whether there is a warm body in the bed or not. What if the guest showed up on the second night, and I had rebooked the room to someone else? I'm not a hotel; I can't simply put him into an identical yet different room, leaving him none the wiser. I would not be able to justify to myself that someone had reserved a (specific) room, paid for it, and then I put someone else into it, leaving him without a room. I have no idea what would cause someone to pay for a room and then not show up, but as long as the room is paid for, I don't really care, either.
.

If a the guest lets me know that the room will not be used, I will put that room back into inventory and attempt to get another guest. If I do, I will refund (most of) the original guest's money, as a karmic way of saying "Thanks for letting me know." That's the way I'd like to be treated, and believe it will come back to me in spades.

Yup, the whole karma thing. I refund deposits if the room fills. I do know a lot of 'prime real estate' B&B's that do not. It's a lot of extra effort on their part (they say) to rebook a last minute cancellation.
There has been one time here when we rebooked a room after someone left without telling us and we only found out they were gone when we went to let another guest into the house. We were able to clean and rebook that room in an hour (that's the whole walk-in thing around here) but we did not refund that guest the money because they never told us they were leaving.
As far as we were concerned, they had used the room up until 5 PM (when we found out they were gone) and our policies state you pay for an extra night if you leave after 1 PM.

 

[gillumhouse]

Stick to your guns. Follow your policy. When they made a reservation, they entered into a contract with you. Because they chose to cancel/reschedule within a given period, they are subject, by the terms of the contract to forfeit whatever charge was stated in your policies.
Why in God's name would anyone give a gift certificate for a someone who is canceling or rescheduling a reservation with short notice? You have taken that room off the market and if you can't rebook that date, you lose that income. If you're just trying to be nice, offer to transfer their deposit IF you can rebook the room. Otherwise, they will just need to place a new deposit..

. . . Why in God's name would anyone give a gift certificate for a someone who is canceling or rescheduling a reservation with short notice? You have taken that room off the market and if you can't rebook that date, you lose that income. If you're just trying to be nice, offer to transfer their deposit IF you can rebook the room. Otherwise, they will just need to place a new deposit.

I have wondered this myself. "This deposit secures THIS reservation on THIS date for THIS room, and cannot be changed unless it is replaced by another." It's sort of like taking an option out on the room. I won't -- can't -- sell the room to anyone else, but if you choose not to exercise your option, well . . . don't think you're going to make your problem become mine!" I personally would have deposit, of whatever amount, to hold the room, and at the beginning of the cancellation period the full amount would be charged. A refund would only be available if the rooms could be re-let before the actual reservation date, and only up to the amount I was able to get (less a cancellation fee). "You booked it, you 'bought' it and it's gone; it can't be returned, and I can't get it back."

Last night, I found a place that had a 60 DAY cancellation period. All cancellations are charged $150 PER PERSON.
.

. . . Why in God's name would anyone give a gift certificate for a someone who is canceling or rescheduling a reservation with short notice? You have taken that room off the market and if you can't rebook that date, you lose that income. If you're just trying to be nice, offer to transfer their deposit IF you can rebook the room. Otherwise, they will just need to place a new deposit.

I have wondered this myself. "This deposit secures THIS reservation on THIS date for THIS room, and cannot be changed unless it is replaced by another." It's sort of like taking an option out on the room. I won't -- can't -- sell the room to anyone else, but if you choose not to exercise your option, well . . . don't think you're going to make your problem become mine!" I personally would have deposit, of whatever amount, to hold the room, and at the beginning of the cancellation period the full amount would be charged. A refund would only be available if the rooms could be re-let before the actual reservation date, and only up to the amount I was able to get (less a cancellation fee). "You booked it, you 'bought' it and it's gone; it can't be returned, and I can't get it back."

Last night, I found a place that had a 60 DAY cancellation period. All cancellations are charged $150 PER PERSON.

It is the IF IT CAN BE RE-BOOKED phrase hat drives me up the wall. HE booked, HE cancelled and YOUR policy is full charge. Now if that room can be rerented it should be gravy for YOU.
For those who never worked in a hotel before, let me clue you in - ALL no-shows are charged. ALL who did not cancel befor 6 PM are charged. And I guarantee you that if a room can be sold at midnight or 3 AM and there is no one actually in that bed at that time, that room WILL BE RENTED and the person who booked that room will not get a refund of any kind nor a GC.
You booked, you cenceled after window to cancel, you pay. Period
.

It is the IF IT CAN BE RE-BOOKED phrase hat drives me up the wall. HE booked, HE cancelled and YOUR policy is full charge. Now if that room can be rerented it should be gravy for YOU.
For those who never worked in a hotel before, let me clue you in - ALL no-shows are charged. ALL who did not cancel befor 6 PM are charged. And I guarantee you that if a room can be sold at midnight or 3 AM and there is no one actually in that bed at that time, that room WILL BE RENTED and the person who booked that room will not get a refund of any kind nor a GC.
You booked, you cenceled after window to cancel, you pay. Period

This does not sit well with me. There is a difference between a cancellation and a no-show. When the room is booked, it is removed from inventory. If a the guest lets me know that the room will not be used, I will put that room back into inventory and attempt to get another guest. If I do, I will refund (most of) the original guest's money, as a karmic way of saying "Thanks for letting me know." That's the way I'd like to be treated, and believe it will come back to me in spades.
A no-show, on the other hand, gets no refund. I can't rebook the room; it is paid for, and considered occupied whether there is a warm body in the bed or not. What if the guest showed up on the second night, and I had rebooked the room to someone else? I'm not a hotel; I can't simply put him into an identical yet different room, leaving him none the wiser. I would not be able to justify to myself that someone had reserved a (specific) room, paid for it, and then I put someone else into it, leaving him without a room. I have no idea what would cause someone to pay for a room and then not show up, but as long as the room is paid for, I don't really care, either.
.

If a the guest lets me know that the room will not be used, I will put that room back into inventory and attempt to get another guest. If I do, I will refund (most of) the original guest's money, as a karmic way of saying "Thanks for letting me know." That's the way I'd like to be treated, and believe it will come back to me in spades.

Yup, the whole karma thing. I refund deposits if the room fills. I do know a lot of 'prime real estate' B&B's that do not. It's a lot of extra effort on their part (they say) to rebook a last minute cancellation.
There has been one time here when we rebooked a room after someone left without telling us and we only found out they were gone when we went to let another guest into the house. We were able to clean and rebook that room in an hour (that's the whole walk-in thing around here) but we did not refund that guest the money because they never told us they were leaving.
As far as we were concerned, they had used the room up until 5 PM (when we found out they were gone) and our policies state you pay for an extra night if you leave after 1 PM.
.

The rebook irks me, but it is not something I actually have to deal with. I am so far OFF the Beaten Path the last thing I will have to deal with is a walk-in. I also have very few cancellations.
A year ago I did have a horse reservation that rebooked 3 times before they actually arrived - Nov into Dec with horses. They do come back - in fact they have been here 3 more timese since. It was the horses part that let me kNOW they would be coming and once here, wouldbe back. Not many places they can stop with horses.

 

[Generic]

Stick to your guns. Follow your policy. When they made a reservation, they entered into a contract with you. Because they chose to cancel/reschedule within a given period, they are subject, by the terms of the contract to forfeit whatever charge was stated in your policies.
Why in God's name would anyone give a gift certificate for a someone who is canceling or rescheduling a reservation with short notice? You have taken that room off the market and if you can't rebook that date, you lose that income. If you're just trying to be nice, offer to transfer their deposit IF you can rebook the room. Otherwise, they will just need to place a new deposit..

. . . Why in God's name would anyone give a gift certificate for a someone who is canceling or rescheduling a reservation with short notice? You have taken that room off the market and if you can't rebook that date, you lose that income. If you're just trying to be nice, offer to transfer their deposit IF you can rebook the room. Otherwise, they will just need to place a new deposit.

I have wondered this myself. "This deposit secures THIS reservation on THIS date for THIS room, and cannot be changed unless it is replaced by another." It's sort of like taking an option out on the room. I won't -- can't -- sell the room to anyone else, but if you choose not to exercise your option, well . . . don't think you're going to make your problem become mine!" I personally would have deposit, of whatever amount, to hold the room, and at the beginning of the cancellation period the full amount would be charged. A refund would only be available if the rooms could be re-let before the actual reservation date, and only up to the amount I was able to get (less a cancellation fee). "You booked it, you 'bought' it and it's gone; it can't be returned, and I can't get it back."

Last night, I found a place that had a 60 DAY cancellation period. All cancellations are charged $150 PER PERSON.
.

I don't take deposits at all. And I allow cancellations up to 7 days in advance. It all depends on your situation. I have very few cancellations. And so far only two no shows in all my years of doing this. No shows are charged for the full stay. Cancellations are charged for a single night, as per my policy. I sometimes will give out the GC (it's not policy, it's my choice) but it's restrictive and can't be used for fees, ever. And change of date is considered a cancellation and a new booking, subject to the cancellation fee. No way out of the cancellation fee.
But I also have to deal with a lot of competition. And the difference in policies between B&Bs does make a difference. Some B&Bs charge a deposit. Others charge a cancellation fee. It does make a difference in how people and when people book. I found that with a deposit people held off to just a few weeks in advance. It was counterproductive to my planning. I also get longer bookings by not charging a deposit. And as I said, I get very few cancellations. But your mileage may differ.
.

Oh, my mileage is so much different! 100's of cancels every year. (That with no deposit being taken.) This year, with deposits? 17 so far. (But the year is young.) I'm hoping for more serious reservations. ie- not the people who book 4 inns and then get together and decide which one they want.
The reason we went to taking deposits was a $2000 loss last Oct when cancellations were coming in faster than we could answer them and the cards were not valid when we tried to recoup some of the money. Also, to rid ourselves of the place holders. For anyone who says, 'But if you're too strict they won't book,' that's absolutely correct. And they won't tie up rooms that I am turning guests away for.
.

Exactly my point. If that was my situation, I would be doing exactly the same and taking a deposit.

 

[JBloggs]

I just had an email cancelling the one night they booked over memorial weekend. Enough notice was given, so I charged them the $10 cancellation fee. Oddly enough THIS FEE is something people will fight over!
As I said, "It is the begin of the beguine" to quote cole porter. In other words, let the dance begin!

 

[EmptyNest]

Update:
I spoke to him and my gut was right, it was one of those "trying to escape the cancellation policy" by rescheduling.
I totally agree with what others have said, allow this change and then what, have this guest take a one night at a future date that COULD POSSIBLE be a 2 or 3 or 4 night stay? So it costs you to not stick to your policies. As I say, "this ain't my first rodeo" people have done this, attempted to, in the past. The worst case scenario (for anyone new to innkeeping) are the Gift certificates. So make sure you have "Same policies apply to gift certificates as regular bookings" or they will/can really mess you up and COST YOU. They think since it is a gc it is paid for so no big deal if they change the dates over and over. If they want to stuff you around the GC will become null and void.
So he was not happy, he had no real plans of staying another time. But he accepted it, and it is a done deal. And for those who assume high occupancy bites the dust on this, it is the lower occupancy that really lose out, we NEED that booking, when they reschedule or cancel and won't pay it! Just wanted to toss that into the mix, we are not full this weekend, we needed this booking!.

PITA to start out with and probably would have been even worse as a guest. Glad he cancelled and glad you charged him