Guest had no water for 2 days! What to do as a host?

[Maya500]

Hi, I had a guest check in on Saturday and the first thing they mentioned is the water wasn’t working, which was strange because a guest had just checked out and never mentioned anything. But long story short we had an issue with our well pump and we had our contractor there right away who couldn’t fix it that day and a well company had to come out the next day and they did finally fix it but the guest had no water for 2 days and I feel horrible! They paid $187 a night so I actually refunded them $400 but I’m not sure if that’s enough. As a host, I feel like their experience and the review is more important to me. So I’m not sure if I should give them more or I’ve done enough with actually getting the issue fixed and refunding them $400. Guests were also amazing, very patient and understanding but still feel bad. 

Please let me know! 

[Kate867]

@Maya500   We had a similar situation, guests with no water for 24 hours due to a bust water main in the area.  We refunded them one night and kept them supplied with gallon jugs of spring water.  They were very understanding and quite happy as they were out during the day anyway.  I think you have already been more than reasonable with your refund.

[Anonymous]

@Maya500  You gave the guest a severe apology, volunteered a (very generous) refund, and made swift efforts to fix the problem. Now that the stay is over, there's nothing else you can do to improve the experience or earn a better review - giving them more money won't make any difference. The best you can do is take whatever measures are possible to prevent that issue from happening again - be sure to check that everything is working when changing over between stays, and contact the guests after they've checked in to ask how things are going and be sure they know you're available if any issues come up.

[Anonymous]

correction:  "severe" should have been "sincere"

[Rosey10]

I currently have a guest that wants a refund for a sink that has slow running water or very little water. No other water issues with shower or other restroom, she wants me to get it fix. How should I handle this?

[Helen3]

1. Presumably you've already organised for someone to fix it

2. Provide her with large bottle water 

personally I wouldn't refund if you can fix on the same day @Maya500 

[Helen744]

@Rosey10 I will assume that you mean a handbasin in a bathroom and not a sink in the kitchen?If this is a problem that is always there , then it mabe that your pipes need to be replaced . Not a cheap or quick fix. Put a temporary out of order sign on it and organize a plumber.If there is a blockage someplace then , maybe a good clean out is reccommened but if the guest has plenty of water otherwise for cooking bathing and toileting then its not an emergency. apologize , ask her to let you know if it gets worse and give her a couple of movie tickets or a dinner out and apologize again. H

[Helen744]

Check though, if it has just happened , that there is not a leak sprung suddenly from old pipes .Happens . H