Q

I am more than a little miffed as I recently needed to cancel a three-night B&B booking at the last minute due to my daughter going into labour a month early. I was told I wouldn’t get my first night’s deposit back.
I was surprised at the attitude of the accommodation owners, who told me that they had made it clear that they would need at least two weeks’ notice of change or cancellation when I made the booking. They took the first night’s “non-refundable” charge by credit card at that time. I do feel that in the circumstances it was unrealistic of them to expect me to leave my daughter’s side during a labour that was going to be stressful and worrying. I would have thought that customer service should be their prime concern, as they have upset me very much with their intransigence on this, and I certainly wouldn’t consider staying there again and might even put a bad review on Trip Advisor.

A

I am sorry that you are so upset, as anything that involves the health of our nearest and dearest is going to be traumatic to say the least. I do hope that your daughter’s premature birth went well and that all that stress is now well behind you.
Putting aside your understandable anxiety and upset at the time, I would like to ask you to imagine if the tables were turned. Imagine you turned up at the B&B you had booked well in advance only to be turned away and told they couldn’t accommodate you because of personal family reasons which had changed the situation.
This simply wouldn’t do, and the B&B would be in breach of contract, regardless of how understandable their reasons. They are duty bound to find you alternative accommodation of the same standard and at the same price or lower.
Likewise, if you make a firm booking you are also in breach if you refuse to honour the agreement (verbal is just as binding as written). It works both ways.
This is why we always strongly recommend good travel insurance so that you are covered in the event of a change of plan that is beyond your control.
This particular B&B went above and beyond the call of duty with you. They held onto the non-refundable first night’s deposit, but while they could have asked for the second and third nights’ charges according to their terms (that stipulate a minimum of two weeks’ notice) they didn’t.
It is totally understandable that you were unable to honour the booking. Unfortunately under civil law you entered into a binding contract that obliged you to pay.
By the way, only guests who have actually stayed at a guest accommodation can place reviews on Trip Advisor . . . more about Trip Advisor in subsequent problem pages!