How would you handle this situation

[Michael Kugler]

We have a customer on our site who has a significant amount of paid listings she has paid for and posted. In order to show her how committed we were to her order, we have marketed her properties heavily and the results have been over the top.

Now, here is the kicker, in 4 months we have sent sixty two reservations to her and in every single case she has either ignored them, declined them, or let them wither in pending status for the 1 week time period.

She is one of the most irresponsible owners we have ever worked with - but she has paid and we have delivered - in spades. 

The ones that are inconvenienced the most are the travelers who are trying to book with her.

Do I refund her a prorated payment? I have already paid for custom videos - business cards - FB ads - etc. Do I go off on her? She is single handedly destroying my site and the experience we provide for travelers who are sick of AirBNB and VRBO.  But, they won't put up with a crappy experience through our company if all they get are rejections, ignores, or apathy.

TIA, Mike

[Chris Gottshall]

You might want to approach it with a "seek to understand" mentality. "What can we do to make sure we are only sending you travelers you are going to be able to approve?" or "How can we help you improve the rate of successful bookings?" Maybe there's something that's not obvious that's getting in the way.

Simultaneously, I would consider how to add language to the contract that allows you to control the priority someone's listings are given based on the owner's responsiveness and successful booking rate. You obviously want to downplay a non-responsive owner over one who will book immediately with your referral.