Need advice on a business / moral delimma

[TexasHusker]

As someone recommended, I called the homeowner and he said "no way" on the refund.

I have a good manager, but sometimes her heart competes with our fiduciary obligation as a company. It's not our money to play with - the homeowners have entrusted us with competent management according to standards, not personal feelings.

[Fishindude77]

This is the renters mistake, not yours and you have the emails to prove it. I'd probably just sympathize with them a bit, explain that it is non-refundable, and offer there a discounted rate at a later date as a show of good will.

[PeggyHefferon]

corn18 was definitely spot on about this one. A friend of mine is a Property Manager for vacation rentals and that is exactly how she would have handled it. Consulted with the owner to see how they wanted to handle it.

[disneysteve]

I've rented vacation homes many times. Every time involved sending an inquiry to check if my dates were available and getting a rate quote, the owner or manager replying, me confirming I wanted it, getting a contract that I had to sign and return, and several confirming emails. If all of that happened and I still failed to notice I booked the wrong date, that would be my fault, plain and simple.

[msomnipotent]

I would have responded that we would be happy to accommodate them in August if the dates are still available, and then point out the terms they agreed to. If they cried crocodile tears, as an owner I might give 1/2 back, but that is just me. I think this is pretty black and white. The owner said no refunds. Hope that the manager didn't already talk to the renters and offer a refund.

[TexasHusker]

I would have responded that we would be happy to accommodate them in August if the dates are still available, and then point out the terms they agreed to. If they cried crocodile tears, as an owner I might give 1/2 back, but that is just me. I think this is pretty black and white. The owner said no refunds. Hope that the manager didn't already talk to the renters and offer a refund.

Had it been my personal vacation home I likely would have gone this route. But as a management company, it isn't our money to play around with - it is ultimately the homeowner's.

[rennigade]

corn18 was definitely spot on about this one. A friend of mine is a Property Manager for vacation rentals and that is exactly how she would have handled it. Consulted with the owner to see how they wanted to handle it.

I disagree. A person who rents their home hires a property manager so they dont have to deal with this kind of crap. So the person screwed up...T&C were in place...yet you'd still call the homeowner and talk to them about it. Wut??

If that homeowner had any sense they would have asked the property manager to forfeit any percentage they take for that particular transaction. If they need to get involved the PM isnt doing their job.

[TexasHusker]

I disagree. A person who rents their home hires a property manager so they dont have to deal with this kind of crap. So the person screwed up...T&C were in place...yet you'd still call the homeowner and talk to them about it. Wut??

If that homeowner had any sense they would have asked the property manager to forfeit any percentage they take for that particular transaction. If they need to get involved the PM isnt doing their job.

Yeah I was back and forth on whether to call him. The reason I called him is that there could be negative feedback over the deal on his property's listing on VRBO. I guess sometimes I am too transparent. I wanted to let him know what was going on just in case, given the significant dollar amount.

[PeggyHefferon]

I disagree. A person who rents their home hires a property manager so they dont have to deal with this kind of crap. So the person screwed up...T&C were in place...yet you'd still call the homeowner and talk to them about it. Wut??

If that homeowner had any sense they would have asked the property manager to forfeit any percentage they take for that particular transaction. If they need to get involved the PM isnt doing their job.

This isn't a question about upgrading the type of light bulb or replacing a worn out skillet. Property managers deal with many types of owners and I know there are owners that want these things brought to their attention so they can make the decision. There should be something in place as to what to contact the owner about.

Personally, if I were the owner I would want to be contacted. I certainly wouldn't want to learn about it from an online review that there was an issue, regardless if the agreement supported the decision.

[PeggyHefferon]

Yeah I was back and forth on whether to call him. The reason I called him is that there could be negative feedback over the deal on his property's listing on VRBO. I guess sometimes I am too transparent. I wanted to let him know what was going on just in case, given the significant dollar amount.

The last three words is the number one reason why contacting the owner is the right thing to do, UNLESS they have specifically told you to not bother them with anything other than an emergency.

[Butterscotch]

I don't know what the protocol is, but I hope that going above your manager's head doesn't cause any problems in your relationship.

[TexasHusker]

I don't know what the protocol is, but I hope that going above your manager's head doesn't cause any problems in your relationship.

I'm the company owner. Sometimes I get involved.

[97guns]

If they booked online it was their error, if they called in the reservation then who's error was it? When I book a hotel online and mistakenly book the wrong day I am S.O.L

[TexasHusker]

If they booked online it was their error, if they called in the reservation then who's error was it? When I book a hotel online and mistakenly book the wrong day I am S.O.L

It was online. What do you mean by S.O.L.?

[97guns]

Sh*t out of luck


Unless there is a cancellation policy