I have a guest who is due to arrive today. She called yesterday afternoon to say she could not come due to a medical emergency. It turns out she received notification of a dentist's appointment for this morning. So she wants a full refund. My cancellation policy is no refund within 30 days of arrival.
My response was that a dental appointment does not warrant a full refund the day before her arrival. I have offered to carry over her booking to new dates or provide a refund for any dates that I can re-let the property provided the booking is cancelled. That sounds fair to me. Her response was that she will send a friend to occupy the property for the 6 days she has booked.
Am I being unreasonable to stick to the cancellation policy? If guests can just request a refund through booking.com when they are within the cancellation period than what is the point on having one.