Monday: the boiler stops working in my flat, no heating or hot water
Monday pm: message guest due to arrive on Wednesday for a 6 night stay to let them know, that a plumber will visit the next day but can't confirm the outcome, say I can ask ABB to find them somewhere else, or offer a discount for the days without heating or hot water. Guest receives my message, says she cannot find alternative booking and would still like to stay.
Tuesday 06:17: message from Customer Services to say there is a "violation of the host standard" and that a 20% discount would be applied across the whole of the 6 night booking.
Tues 06:38: (I'm awake now) I reply saying a plumber has been booked and the boiler may be repaired tonight. And that any discount should be at my discretion and only for the days without heating/hot water
Tues 06:54: Customer Services says that the 20% discount is "according to the policy"
Tues 07:06: (I'm fully awake now and furious) I ask Customer Services for a link to the policy as I have not heard of this one
Links sent, but no mention of such policy, I message Customer Services about the policy again
Tuesday 07:13: Customer Services replies: "we cannot leak it because it is an internal policy" !!
And so it goes for a while with me saying they should at least let me see the policy, that I am very unhappy with this interference in my booking, and absolutely furious that there is a discount applied to the booking without my agreement.
I was absolutely outraged, how dare Customer Services take it upon themselves to give this discount without checking with me first.
In the past when something similar happened, I would chat to the guests and we would work something out that seemed appropriate to both of us. Why has this choice been taken away?
If I am not in control of my rates and my hosting, what is the point!!