Weather warning: Handling access issues, flooding & adverse conditions at your space
Every now and again, unforeseen circumstances beyond your control can impact a guest’s stay. Whilst you can’t always prevent these situations, there are steps you can take to mitigate potential issues and ensure guests still receive the best possible experience. To help you navigate these tricky situations we’ve pulled together some advice on how to handle disruptions caused by weather or access problems, and what to do when you can’t deliver the full guest experience that someone has paid for.
Scenario 1: Bad weather preventing access to the site
If the accommodation itself is unaffected, but guests are struggling to access the site (e.g. by surrounding floods, inaccessible tracks etc), consider whether you can offer an alternative way for them to reach the space. This might include:
- Collecting guests from a nearby meeting point
- Providing transport using a more suitable vehicle (e.g., buggy, tractor, or 4x4).
Discuss these options with the guest to ensure they are viable, not only for arrival and departure but also for any movement needed during their stay. It's also very important to ensure your guests stay safe so this should be the priority when looking at alternate options.
If no suitable workaround exists, offer the guest a date change as a first step or a full refund if the guest is unable to safely access the site.
Scenario 2: Frozen pipes & no hot water
If extreme cold weather in advance of the guest arriving results in a lack of essential amenities such as heating, running water, or hot water, this will significantly impact the guest experience and cause safety concerns. In these cases, you should offer the guest the option to change their dates or cancel their booking with a full refund.
If the freezing temperatures happen part-way though the stay itself, meaning the stay is significantly affected for a limited period, we recommend offering the guest a partial refund as a gesture of goodwill.
Scenario 3: Bad weather affecting facilities (e.g., frozen hot tub, outdoor bath or shower)
If an otherwise normal stay is possible, but adverse weather prevents the use of key amenities which would normally be available, such as a hot tub, outdoor bath or shower, it’s important to recognise that guests may have specifically booked your space with that wellness feature in mind.
- If the hot tub is an additional service paid directly to you, ensure guests are not charged and informed in advance that it will be out of action for their stay.
- If the price of the stay includes use of the hot tub, consider offering a partial refund or discount to incentivise the guest to keep their booking. We recommend refunding a fair portion of the price (usually up to 20% off the total cost of the stay, depending on the length/cost of the stay) as a gesture of goodwill to reflect the loss of a key amenity.
Scenario 4: Other extreme weather preventing guest travel or significantly affecting your site
Severe weather conditions such as heavy snow, high winds, or flooding can impact both you and your guests experience and safety. In these cases, we recommend you:
- Offer a free date change as the first course of action
- However, if the extreme weather is isolated to the area the guest is travelling from and the location of your site remains unaffected, they may be able to claim on their travel insurance
- If your site is significantly impacted and you’re unable to provide the full experience as advertised, seek a fair resolution, recognising that neither party is at fault. Your account manager and the Guest Experience Team can help you navigate these scenarios if you are unable to reach an agreed outcome directly with the guest.
Key Considerations
- Ensure your guest's safety is the top priority – Take necessary precautions and provide guidance if conditions become dangerous
- Communicate early – Let guests know as soon as possible if their stay may be affected
- Manage expectations – Be transparent and honest about the situation
- Put yourself in the guest’s shoes – Many bookings are made for special occasions, so empathy goes a long way
- Incentivise guests to keep their booking – If possible, offer a discounted stay or added extras such as a complimentary hamper or celebration package on the current or a future stay
- Check your insurance coverage – Ensure you know what you can claim yourself for lost income if you have to cancel bookings due to adverse weather.
By being proactive and guest-focused in your approach, you can minimise disruption and maintain positive relationships with your guests, even in challenging conditions. That said we appreciate that there’s not a one size fits all solution for every set of circumstances life may throw at you, so if you’re unsure of the best course of action, please contact your account manager on 0117 2047857, and we’ll be happy to help you navigate the specific situation.