What if a Guest cancels a booking?

We hope this never has to happen but, on occasion, Guests do find it necessary to cancel a booking. 

When a booking is cancelled, Hosts can choose to keep the deposit by way of compensation for the lost booking, or pass the deposit back to the Guest. 

Guests will be asked to include a reason for cancelling which can be found by viewing the booking. It will also be included in the cancellation email.

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If the booking is still requested

 
Responding to a cancelled accepted booking

Returning the deposit to the Guest

Retaining the deposit as compensation

What if the check in date has already arrived?

Replacement Bookings

If the booking is still requested.

If the Guest simply changes their mind and cancels the booking while the booking is still waiting to be accepted or rejected by the Host, then the site will automatically label the booking as 'Guest Cancelled' and you will receive an email explaining what has happened.

Responding to a cancelled accepted booking

1. To respond to a cancelled booking, first tap 'Hosts' log in to your Host account.

2. Tap on the 'Bookings' tab.
 

3. Any cancelled bookings will be shown as 'Requiring attention'. Hosts can choose to either return the deposit to the Guest or keep the deposit.

Returning the deposit to the Guest

1. In order to return the deposit to the Guest, tap on 'Refund the Guest'.

2. Next, tap on 'Confirm return deposit to Guest' and the deposit will automatically be refunded to your Guest and no further action is needed. 

You will both receive confirmation of all of this.

Retaining the deposit as compensation

1. Tap on 'Pass deposit to me'.

2. Check and confirm the details on the return page, and then click 'I'm Sure, Return Deposit To Me'.

We will then email you again when the check in date arrives asking how you would like to receive the deposit.

What if the check in date has already arrived?

If the check-in date for this booking has arrived, you will be asked to confirm your decision and then tell us how you would like to receive your money.

You can either choose to have your payment made through PayPal, or via a bank transfer to a UK bank account only. These payments are usually made during the first week of each month.

If you prefer PayPal, then simply leave your associated PayPal address. These payments are usually made weekly.

If you choose bank transfer then you are required to enter your Sort Code, Account Number and the name on the account.

Payments arrive with Theatre Digs Booker as the payee and the booking ID as the reference e.g. 'hst rfd 80123'.

(Please note: Payments will not be made to international bank accounts. If you do not have a UK account we recommend registering for a PayPal account).

When you confirm your request to keep the deposit, this will appear. You can click on the bookings button to return to your bookings page. 

Replacement Bookings

We like to make life as simple and fair for both our Hosts and Guests as much as possible.  Therefore if you receive a replacement booking that covers the same dates as the cancelled booking and is either equal to or more than the amount of the cancelled booking which you have either accepted, rejected or left to expire, we will refund the deposit to the Guest even if you have requested it to be passed to you.

Why?

Deposits are retained to ensure that our Hosts have some compensation should a booking be cancelled and they are unable to find a replacement booking. If however, a replacement booking is received, we feel it is unfair to penalise our Guests as there has been no loss to the Host as a result of their cancellation.  Likewise, we also don't penalise our Hosts should they need to cancel a booking for one of their Guests.

We retain no part of the commission for failed bookings

If any part of the deposit is not returned, it is simply processing fees for the payment which is normally around 1.9%.

The site automatically removes the booking from your calendar and sets the booking as 'Cancelled'.

If you have any further questions, please contact us, and we’ll be happy to help.

Thanks for your time and Happy Hosting

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