Airbnb Partial Refund Question

[Erica Thorstenson]

I had my FIRST guest check-out this morning and they broke one of the beds...I had a guest scheduled to check-in later today.  I let them know that the previous guest that checked-out broke a bed and I offered them to cancel their reservation for a full refund as the property would no longer fit their families needs.  They asked if they could keep the reservation and just receive a partial refund.  I agreed.  Do I issue the refund today or after they check-out?

[Michael Baum]

Hey @Erica Thorstenson I am with @Joseph Sauer on this as well.

I just refunded $200 to a group because my cleaner sent a new person to do up our house and make ALOT of mistakes. Luckily my neighbor saw all the lights on in the house after she left and he found a bunch of stuff and fixed it for me.

Still, there was a used COVID test on the nightstand and dirty dishes in the sink. The guests were very gracious and didn't complain, just let me know. 

I talked with them after their stay and I offered up the $200 for their trouble. They didn't think it was necessary but were very glad for the good service. 

How much are you thinking of refunding? I would chat with them on the phone and find out how things went overall and get an idea of they sound. Then decide on what to offer up.