Broken amenity

[Serena605]

How much would you refund for a broken sauna-which is one of 3 key amenities, sauna, hot tub and steam shower?

[Alicia753]

Hi @Serena605 ,

For a broken sauna, which is one of three key amenities, consider refunding 10-20% of the total booking amount, depending on how much the guest relied on or expected the sauna. Communicate transparently, apologize for the inconvenience, and offer a goodwill gesture (like a local experience voucher) to maintain a positive guest relationship.

I hope this helps.

All the best,

Upfish Management

[Michelle3890]

Zero dollars. When the sauna was broken in my gym, the gym did not refund a percentage of the membership. And I only go to the gym for the sauna. 

[Zheng49]

@Serena605 Maybe a third of the cost, considering it's 1/3 of the key amenities. 

[Paula]

Hello @Serena605,

Our hosts have shared different perspectives on how to approach this situation. Have you had the chance to review their feedback?

We are looking forward to hearing what you’ve decided.

Best regards,

[Serena605 · Accepted solution]

Upon further evaluation, the sauna was working, she just didn’t follow the instructions provided. But she claims it’s not hot enough. “Not sauna hot”-this was disclosed by me, with the suggestion of using the steam shower that heats to 130 degrees.
she had a hard time working Everything. And I have detailed instructions for all amenities and the heat. 

[Juan63]

Is the sauna an infrared sauna?

[Serena605]

Situation resolved. Even though the sauna was never truly broken, I opted to keep peace and share the Holiday spirit and I refunded her $200 for her request of $175.
thank you everyone for your assistance.