Power outage, excessive heat, ... unpredictables, do you refund?

Question

We are experiencing heat wave right now in LA (and other areas in the state and in the country), where the A/Cs are not totally efficient. Some areas have even experienced power outage during the most part of the week-end.

How do you handle situations where the host is not responsible for the issues but at the end, the guest's experience is far from being good.

Do you partially refund?

Paul Sandhu · Answer

When things don't go right with my rentals, I usually ask the customer what would make it right.  Then I go with that.  Or I suggest something to them and ask them if it seems fair.

You need to get the customers input on what it takes to make things right.

Ken Dillard · Answer

What would you want in that situation?  It is not your fault and it is not their fault.  Personally if I was in the guest situation I would not "expect" the host to do anything crazy.  but would be quite impressed if they reached out and offered some small refund or discount on a future stay I would be impressed.  you did not mention if they are being jerks about it; that makes it difficult to want to help.

I agree with @Ariel Vincent.  Good or Bad, AirBNB is a review-centric platform.  If the renter does leave a terrible over the top review I beleive there is a process on AirBnB to have it removed.  If you can show you offered something and tried to make it right it gives to the upper hand.

Michael Greenberg · Answer

I like @John Underwood's comment, discount on their next stay.  I think this falls under the "Acts of God" clause since it is out of your control and I would think guests would understand this.  The other option would be to notify them ahead of their arrival that this might occur and the reasoning for it.  This would be my strategy to be "above board" with my guests.

Kevin Lefeuvre · Answer

thanks everyone. Great advice. What a fantastic forum here!

Ariel Smith · Answer

@Kevin Lefeuvre thanks for the explanation! I think your assumptions are probably correct in that they probably found another place to stay and are looking to refund their money. I would not refund in your case and just try not to respond anymore and definitely don't leave them a review (it will prompt them to review you) and hopefully they just do not review at all. You did all you could and even went above and beyond in my opinion!

Eric Paul · Answer

@Kevin Lefeuvre if they post a negative review, you have the guest screenshot stating"all is good" as well as the time stamp on the receipt for the purchase of the 2 AC units showing your intent to cure the heat issue with the guest.

If anything less than a 5 star review should post of their stay, you now have the data to contest it and hopefully have it removed.

Andrew Wong · Answer

@Kevin Lefeuvre, after reading through some more of the posts, I think the right way to handle the situation is to set expectations correctly. Just tell them what it's like in this time of the year in LA regarding rolling brownouts, AC and the heat. I find people are generally more accepting of that after they are told. For example, one of my AirBnB units is in a complex thats going through some cosmetic renovations on the outside, and we had to go in and replace windows to double pane (eep!). I told them before hand that it might be happening and when the time came they were totally fine with it.

Michael Greenberg · Answer

@Kevin Lefeuvre  - understood on non-returning guests.  Are you saying he gave you a  4 star or a 1 star review?  As I'm sure you're aware you can respond to any guest comments, but my advice would be to just rise above it the best that you can in those comments don't get defensive, be kind - understanding - and stick to the facts and even mention the heat wave/black out potential.  It will help with future prospective guests.  I also would contact AIrbnb yourself and have them review the situation with you.  I have found them to be good at helping to handle these situations.  If it's in your description and he still rented from you, then I feel it's on the guest.  I would work hard to resolve the situation for the next guest, especially because of the unfortunate heat wave.

Andrew Wong · Answer

Do hotels refund if there's a hurricane?

John Underwood · Answer

@Kevin Lefeuvre

What about a discount on their next stay?

I have seen where others on BP have offered this strategy.

Power outage, excessive heat, ... unpredictables, do you refund?

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