Holiday accommodation business owner - guests want deposit refunded but goes against T&Cs

natashakw

My siblings and I own a family-run holiday rental cottage abroad. Last year our guests transferred their bookings to this year but one guest does not want to take up their booking now. The issue is, we have not cancelled their booking and our terms state a non-refundable deposit. The guest wants their deposit back, probably because the country is on the amber list  (although could be on the green list by the time their holiday comes around) but as we are not a travel provider and take no responsibility for how they travel to the cottage- do we have any obligation to refund them? I completely understand their frustration, but they are being very rude now but we have offered to transfer them to next year if they don't want to travel this year, with a £200 reduction in their booking cost (still based on their 2020) price. Where do we stand legally, morally? 

Mrsn

The general stance is if the accommodation is available and they chose not to come then they have to accept the monetary loss that comes with that.

Your terms clearly state non refundable and you have gone out of your way to offer to move it. You don’t have to do anything else.

mattyprice4004

Just issue a final response then block contact, you’re in the right. 

It’s one thing demanding a refund when they’re not entitled to it, but to then be rude about it beggars belief! 

Westin

natashakw said:

My siblings and I own a family-run holiday rental cottage abroad. Last year our guests transferred their bookings to this year but one guest does not want to take up their booking now. The issue is, we have not cancelled their booking and our terms state a non-refundable deposit. The guest wants their deposit back, probably because the country is on the amber list  (although could be on the green list by the time their holiday comes around) but as we are not a travel provider and take no responsibility for how they travel to the cottage- do we have any obligation to refund them? I completely understand their frustration, but they are being very rude now but we have offered to transfer them to next year if they don't want to travel this year, with a £200 reduction in their booking cost (still based on their 2020) price. Where do we stand legally, morally? 

Agree with previous two answers. I think you have done all you can.

lisyloo

Legally it's clear.
Morally I'm fine with it also. You are providing what they paid for and actually going above and beyond with the transfer.

Rudeness is not acceptable but I wouldn't take it personally. It's probably about them and their situation. They shouldn't be taking it out on you just saying there's probably an explanation for their behaviour,