Hot tub stopped working.

[Lauren5149]

Hi! My hot tub stopped working at my Airbnb. I had someone come try to diagnose it and he did a repair, but it didn’t fix the issue. I had guests check in two days later before I could get someone back to come take a look at hot tub. The guests are saying the hot tub is main reason they booked the place and is asking for a refund. Am I required to give a full refund for something that is beyond my control? A comp I could understand but wondering if I should be refunding them for their stay, thanks!

[Joelle43]

Hello @Lauren5149 

Airbnb generally refund guests 30% for every night that an essential equipment is out of order when a guest contacts Airbnb.

 When I say Airbnb refund, this means you Lauren I'm afraid but if you knew that the hot tub wasn't functioning before the arrival of your guests, personally I would have told them of the unfortunate situation and given them the option of cancelling.  Finding out after the fact, often creates friction between guests and hosts.  How long is their stay?

[Christine2602]

@Lauren5149 

Si je loue une maison avec jacuzzi, c'est que je veux en profiter.

Sinon je loue une autre moins chère.

Le voyageur n'est pas responsable, vous auriez dû Le prévenir .

Je trouve normal de les rembourser ou vous leur trouver un logement identique.

--

If I rent a house with a jacuzzi, it's because I want to enjoy it.

Otherwise I'll rent another one that's cheaper.

The guest is not responsible; you should have warned him.

I think it's only fair to reimburse them or find them identical accommodation.

Translation added by Community manager

[Elisa]

Hi @Lauren5149 😊, 

Thank you for double-checking this situation with our hosts’ community.

I’m sorry this happened to you.

Did you decide what to do with the guests?

Don’t hesitate to let me know!

[Helen3 · Accepted solution]

You should have told the guest before they arrived and given them the opportunity to to cancel penalty free as you couldn't offer a key amenity. @Lauren5149 

i would have been upset as a guest if I'd booked a place with a hot tub and arrived to find it wasn't working.

Of course there will be lots of situations where a major amenity breaks down - it's still our responsibility to fix it or pay the guest compensation if you can't. 

it's much better to be proactive and offer guests solutions rather than have them arrive and be disappointed.

so there are two options here . 

1) if they don't want to stay offer them a refund for any nights they don't stay 

2) if they do want to stay offer them a 30% discount