Advice needed

[DVCforMe]

I made a reservation for a very nice family for a 2 bedroom villa at VWL this December. Per our contract, they paid 25% of the total once they received the reservation confirmation letter. The balance was due 60 days prior to check-in. The due date has come and gone. I can't reach the family now. They have sold their home and are on an extended vacation with their family which is being chronicled on a web blog. I have no phone number to reach them and they are not responding to my e-mail sent via their blog site and the Dis boards.

I really don't want to cancel the reservation if they still want it. Also, if I do cancel the reservation I want to refund their deposit (minus $50) per our contract but I have no address to send the check.

Any suggestions? I'm leaning toward continuing to try and find them in cyber space and holding the reservation for them until 31 days prior to check-in. I don't want the points to roll into a holding account. I'd love to bring the family for holidays at VWL but we have trips in Oct, Nov, and Jan already planned. Those darned annual passes were whispering to me again.....

 

[Mcmouse]

Can you find out when they are to come back from the web-blog chronicled extended vacation? If you can find that out it may give you a little better idea.

 

[DVCforMe]

I think that 3 weeks in Orlando is going to be part of their vacation - they are pulling a trailer. The plan was to spend 5 night in the VWL 2 bedroom to get a little breathing room after the trailer.

It makes me feel ill to think that they will show up thinking they have a room and find out it was cancelled. I just have the feeling that making that payment got lost in the shuffle of a move and extended trip with 4 young kids.

 

[Deb & Bill]

But if you don't cancel and they fail to pay, they get a very nice vacation for the price of the deposit and you are out lots of bucks. If they are adding to their blog on their trip and fail to respond to your message, they don't seem to care about it all. Put if up for sale for someone else or cancel and keep the deposit. How will you refund it if you can't get hold of them now?

It's not your responsibility to find them in cyberspace. It's their responsibility to find you.

Cancel it, use it yourself or sell it to a third party. Keep the deposit.

 

[mickeysgal]

I'm leaning toward continuing to try and find them in cyber space and holding the reservation for them until 31 days prior to check-in. I don't want the points to roll into a holding account.

I think this is a reasonable plan. It gives you control of your points and provides some time to still make contact with them. Give them the benefit of the doubt, most likely they've simply forgotten and don't intend to be causing any misunderstanding. Moving is a huge deal...it sounds like they have a lot going on right now.

 

[DVCforMe]

Thanks, everyone. I think I'll keep trying to contact them until the last possible minute before the points go into holding.

 

[dianeschlicht]

Are they making regular posts to their Blog? If so, they must also see their emails. I guess I would post an urgent message to them that they need to contact you ASAP to prevent losing their deposit and reservation. Give them a deadline to respond by (about a week prior to the cancelation date) and if you don't hear from them by then, keep the deposit and either cancel or re-rent the reservation. I can imagine it would be difficult to re-rent that ressie!

 

[Y-ASK]

I'm sure this is a very uncommon situation but one I personally will never put myself in. I require full payment as soon as the reservation is made and I provide the renter with the confirmation number. I have never understood the concept of a deposit and then full payment 30 or 60 days before the reservation. It makes no sense in doing that and this is a perfect example of why you shouldn't. Look you're the owner and you should be setting the terms of the rental. Renters are getting a really great deal by coming here and renting points. I'm really sorry that you've been put into this position but maybe next time you'll change your terms accordingly.

Now as far as your problem. I think you might want to take a chance and keep their reservation in place for as long as you can while trying every way you know how to contact them. Depending on how you feel about the family and the transaction you might just let it ride and see if you can collect payment when they get back. If they are keeping a blog, see if there is a way to post something for them to see or maybe anyone who knows them to see and might know how to get in touch with them. Also if you know what hotel and city they are staying in from the Blog you might want to try and call. I really hope it works out for you, good luck.

Y-ASK

 

[Deb & Bill]

... Also if you know what hotel and city they are staying in from the Blog you might want to try and call. I really hope it works out for you, good luck.

Y-ASK

Plus make them repay you for the phone calls.

 

[CarolMN]

I'm tempted to keep a list of threads like these - to remind me that "renting is so easy", LOL!

Good luck DVCforMe - you are a good person - and much more understanding than I would be.

I agree with Y-ask 100%. Get the money upfront next time!

Best wishes -

 

[DVCforMe]

We are leaving for the Beach Club in 29 minutes - but who's counting! Maybe I can just chill about this for the next 5 days.

The family hasn't posted on their blog for about 3 weeks. They are traveling with 4 small kids, the two middle ones with autism. They are a wonderful family and on quite the journey. I really want this to work out for them - and me too.

Thanks, to all.

Charlotte

 

[disworldnum1]

I think you answered your own question with the waiting until 31 days.As for me a contract is a comtract.If you dont respect me enough to honor the deal you can't expect me to hold the reservation for you.

 

[Deb & Bill]

I hope this family isn't one of the "charity cases" we talked about a while ago. Hope you don't get burned. Your points, your control.