The Friendly Place- Downtown Prescott

When we were informed about this guests situation and the need to cancel, we were immediately willing to go against our cancellation policy, allowing her to cancel and receive a full refund (my wife’s favorite animal are cows and has always dreamed of having a dairy farm). We aren’t sure why the guest didn’t cancel initially, but by the time we responded a little over an hour later, it was past the 24 hour period. We use a management software, and were unable to cancel on her behalf without major consequences. Yes, we could have given her money back, but doing so wouldn’t cancel her stay, which is what was needed to make the reserved dates available again. We were very honest about that, and stayed in communication with her the entire time on how to cancel. On the day of her scheduled arrival, she sent us a message informing us that she called VRBO and her reservation was canceled. We responded a few hours later informing her the reservation was not canceled. We also told her we called VRBO and they had no record of her canceling (definitely could be a mistake on VRBO’s end) We did not hear back from her until after her reserved stay was over. This is when she asked for a credit. And insisted “the home wasn’t going to get booked anyways”… which is not true. We would have absolutely given her a credit if the dates could have been opened and it was impossible to give her any money back, but sadly her reservation stayed active the entire time. If we were greedy with her money, we would have told her initially she wasn’t getting a full refund. Instead we stayed in communication and tried our very best to get her canceled before check-in time so she could get a full refund.