@Pete3811 You can send money back to the guests on-platform by clicking here: https://www.airbnb.com/resolutions
It's hard to quantify how much those two missing hours are worth in cash value. They're 8.3% of a full calendar day, but 25% of the waking hours the guests could have enjoyed the amenities after arrival if they went to bed at midnight. I'd lean toward the latter as a rebate on the first night's rent.
When 5-star hotels have delays at check-in, the usual response is not to give cash money back but rather to collect your bags and comp a round of cocktails and/or appetizers at the onsite restaurant. It's a way of saying sorry you can't use your room right now, but we'd love to treat you to some hospitality while we get it ready for you. Of course your cottage doesn't contain a hotel bar, but anything you can do to help make those 2 hours relaxing and fun would leave a better taste in the mouth than a money transfer. That might mean unloading their car and setting them up with towels and a picnic basket for that beautiful lake in your area, or calling in a tab for a late lunch at the local diner...you can get creative with this, and turn a small inconvenience into an opportunity to impress.
