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If this was airline travel which they had booked then breaking your ankle just before getting on the plane would not entitle them to a refund-that is why people buy travel insurance.
Your situation is no different because it is holiday accommodation. You have no obligation to offer a refund, although you certainly can have sympathy with them and offer something like this.
So you offer is generous, and they should accept this.
Just to make sure my terms are up to speed... which law would be applicable to this rental business that I can have a read through.
This is contract law, so there are no specific statutes which apply to your situation. I suggest that you look at the way airlines deal with this issue, and the insurance which is available for these events.
Consumer also has some useful material on this issue, relevant to your situation at http://www.consumer.org.nz/reports/motel-bookings
I know you are not a motel, but the principles are the same
So his claim with the following
Because the lodge is accommodation that is rented out for money it is regarded as a workplace and therefore falls under the "Health and safety in employment act 1992".
We would like to draw your attention to clause 16 (2)
is NOT applicable ?
thank you very much
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