One AC unit is not working

[Patricia1771]

We have 8 mini-split AC units in our 6-bedroom house and the one in the primary bedroom hasn’t worked all week. I think I should offer our guests a refund of $350 (7x $50/nights). My family wants me to consult other hosts for advice. Please advise. It’s slightly more than 10% off what they have paid. 

[Frances3408]

@Patricia1771 . Has it been out of action since early July, as mentioned by a guest review 2 weeks ago? If so you have already paid a penalty with a 4 star review.

Or is this for another stay, yet to provide a review?

It needs to be fixed or replaced asap, given even small groups will always chose the primary (best?) bedroom.

[Joelle43]

Hello @Patricia1771 

If Airbnb get involved, then they usually award a refund of 30% for each amenity not working or missing for every day that the guest did not benefit from the use of the amenity listed.

Did the guests know prior to coming that there was a problem with the A/C and did you maybe put in a fan or something?

[Patricia1771]

Thank you, Joelle. This is helpful. Yes, I did alert the guests prior to coming and kept hoping it would be fixed before or during their stay. The AC from the other rooms seems to be helping and there is a ceiling fan in that bedroom. Plus, our place is in the mountains of SC and it's generally cool at nights, in the low 70's, but I do feel like I need to compensate them in some way.

Thanks,

Pat

[Marie8425]

@Patricia1771 

I think what should be considered

You gave this Guest a warning of the issue.  Good

Last minute change of STR is not easy and a finance impact for the Guest.  Nice weather thankgoodness,

What is a key now you mentioned you hoped repair, that seems it has taken longer then you anticipated.  Did you give the current Guest that same anticipation?  I ask because there is 1 disappointment of an amenity failure and is there a 2nd disappointment of delay in repair?  If the Guest had 7 days reserved and used an expectation 0f 3 days not available to decide not to cancel and not your intention but it will be 10 days before repaired?  

I wouldn't present as a dollar amount percentage may equal $50 but it sounds more generous to the reciepiant 20% discount.  It also eliminates the bedroom is $50 and the  Guest argues a $75 value.

I suggest if you accidently did give an impression  it would be repaired, yes discount the rate for no AC but don't  put a dollar to the second disappointment, do somedthing that properly displays that you feel bad maybe something in  the area, a restaurant gift certificate or a tour gift certificate.  Something that says I  made a personal effort to apologize. says it was an accident.