Unfair refunds

[Ingrid1046]

We have been very cooperative with our client. We have a water heater that works only if the water pressure is running smooth. Our property is in an island and the city controls the pressure. We had to buy a new unit to accommodate for this problem. Installing it today but client wants a refund. Is there anyone out there that knows what to do in this situation? And the input I put to control my pricing and reservation for cleaning keeps changing without me doing it personally. Why does it keep happening? Help?! 

[Helen3]

The guest would be entitled to a discount for any days they were without hot water but not a complete refund @Ingrid1046 

[Alex]

Hello @Ingrid1046, 👋

Thanks for sharing this question in the Community Center. Since you shared this last Saturday, how did the situation finished? 

Also in order to help you, I'm going to tag some other hosts to see if they can give you advice on how to deal with this situation: @Kristina505, @Jess2718 and @Bradley181.

Thanks everyone in advance. 

Kind regards, 

Alex

[Marie8425]

@Ingrid1046 

Your overall Review Average puts you in a bad spot to argue with the Guest.

Update your description to talk in a positive way that it is an island so water is different from mainland accommodations.  Issues may come up but we know how to handle when it arises.

People just hate a negative surprise.  If I am aware may or may not happen but if does Host is in control.  Guests have a different perspective.