When a guest refuses the accommodation they booked
What to do if a customer refuses to accept tourist accommodation they have booked with you.
If a guest books accommodation and then refuses to accept the accommodation booked, you should offer them a suitable alternative accommodation that is available on your premises.
If a guest refuses to accept any suitable alternative accommodation you offer, then, depending on the reasons given by the guest, you may be able to treat this as a cancellation.
If your guest refuses accommodation because of false statements you or your staff made about it, you can't treat this as a cancellation.
If your guest refuses accommodation, for example on the basis of its quality, you should not only consider the legal and contractual position but also the impact on your business's reputation.