We had a case this year that has been on my mind for a while, so just wanted to share and see if anyone had thoughts on this. This is the first rude booker we have had so far after many smooth calls and successful bookings.
Basically, when the person originally called, they were friendly and described wanting to book a weekend (3 day) for a small family. They already owned a place nearby so it would be for their visiting family. Sounded great. Familiar with the area, had a local contact, sounded nice. Seemed to have fully read and viewed our listing and was familiar with the amenities.
Then it began - several more calls, always a few more follow up questions. My husband probably took 3 or 4 calls in one day from the same person answering "just one more question". Ok, so maybe he is particular. We are always friendly and professional.
Then the booking was confirmed. Great.
Then, the emails began - and always with an "oh, by the way" change. There might be an extra person by the way. There might be a couple pets by the way. Wait - changes from the contract? Why are we being informed about this instead of asked?
So we give him a quick friendly call. The main issue we wanted to clarify were the pets. We do have a pet policy and just want to ask a few questions about the dogs, make sure we are comfortable with that. Our contract clearly states we must also do a pet adendum and there is a pet fee. So this was how we led in.
The renter immediately turned into grumpy mode. He was quite condescending and acted offended that we wanted to know more about who was renting the property (how many people ACTUALLY) and the pets. We explained this is actually our second home, we love it, and we appreciate knowing who and what to expect. It was intended to be a friendly yet important discussion. He demanded to cancel. And even though we were in our right to withhold the entire booking without refund (it was less than 30 days away), we said, "Yes, I think you are right. This is not a good fit and we wish you luck." The refund was done right away, and canceled the booking.
Personally, I felt red flags early with this caller. But the last emails and calls were disturbing to me and I felt so uncomfortable about it. I am hoping we aren't alone in dealing with an occassional crazy inquiry, just for my sake! Did we do the right thing?