I may have posted about this guest already. However I just got an update from CS that maybe important to everyone.
Guest stayed for two weeks in April. Three days before departure washer leaked through the ceiling on top of kitchen counter. I came over, wiped the counter, emptied the washer and immediately provided the guest access to an apartment next-door with another washer and dryer. Her original one was a stackable in a tiny corner inside a bathroom. The new one was a side-by-side with a table for folding clothes a couch and a TV in a big living room. She had full unlimited access to that space for the duration of her stay and I know she utilized all of it. We could tell when we came to clean after she moved out. I also offered her a free daily laundry service. The repair man came out in about an hour and it was determined that I need a new machine. I immediately purchased one but the guest asked that it were delivered after she moved out. I totally understand how this could be a disruption plus she probably didn’t want other people in the house with the Covid raging at the time. Having said that, she had full access to washer and dryer in an upgraded space plus an option for free daily laundry service. Long story short, about a month after she moved out I received an email from support asking to give her a partial or full refund due to this inconvenience. I think the inconvenience was minuscule, particularly since it was such a long stay. She was accommodated above and beyond. Her stay was $60 per night in a three bedroom 2.5 bath with yard and parking downtown Chicago. How much cheaper can it get? (those were desperate times). I refused it. I pointed out that the water was cleaned up immediately, there was no disruption in her ability to use a washer dryer. After two months of back-and-forth they told me that while that was true, there was also smell. There was no smell after she moved out and there was nothing to smell. It was clean water that was drained and cleaned up immediately, Very little of it, no mold. I had no smell complaints from anyone after her nor smelled anything myself. I pointed out to customer service that the guest has to bring the issue up to me first and give me an opportunity to remedy. Yesterday I got an email from CS that the light of Covid, they’re waiving a requirement for the guest to bring up the issue to the host first. That waiver is not in the terms and conditions. I feel like customer service now just makes stuff up as they go to support whatever outcome they desire for the guest.
