Dissatisfied guest (pre-arrival) regarding non-functional master shower

[Anh19]

I am a new host and ran into an issue I'd appreciate opinions on.

I have a guest (4 adults + 3 kids) scheduled to arrive in 1 week for a family wedding.  They are staying 3 nights.  We had our home listed as 3 bed/2 bath.  We are in the process of renovating our master bathroom.  Yesterday, I just learned from my contractor that the master shower will not be completed in time for their stay.  I had every commitment from them it would be, I'm learning the hard way that remodels don't work that way 😞 I reached out to guest via email as soon as I heard this news and offered a credit of $75.

His response was that of pure disappointment.  He said he was "insulted by the credit" and he's "unsure how the 7 of them will be able to manage with only 1 shower."  In his words, "this is a grave situation."

My first thought is, "I really do feel bad."  My second thought is, "is he overreacting a little bit?" Mind you there is 1 fully functioning shower/bathroom and the 2nd bathroom has fully functioning toilet/sink.  I'm not sure if him feeling insulted is more about the amount offered, or if he is just insulted by me offering a credit?  

TBH, I'd prefer he request I cancel his reservation.  I don't want him in a "grave situation."  At the same time, I'd hate for him to be stressed about finding another place in a weeks time.

Any thoughts on the situation and how I may better handle it in the future is greatly appreciated.  At the moment, I'm questioning if offering our home for short-term rental is a good idea.

Best,

Anh

[Rebecca160]

@Anh19Unless he counters with some sort of offer that you could live with, then I would offer him a penalty free cancellation immediatly. A week is plenty of time to find another Airbnb or hotel where he would be happier.  Guests that are a problem prior to arrival tend to become really big problems post arrival. And that translates into a lot of stress for you and probably a really bad review, no matter how delighful the rest of your place really is.

[Anh19]

THANK YOU so very much Rebecca.  I already offered him a full refund and his recent reply is that he still wants to stay but laid down "options" for me.  I believe you're right absolutely right about guests that are a problem prior to arrival, he comes off a bit arrogant and demanding.  I am tempted to tell him a 3rd option, to book elsewhere and, in addition to his full refund, I'd even be willing to give him $100.

[Adriana100]

If I were your guest I'd be upset. No matter how much money you try to refund they cant shower with money. And 3 kids. This is indeed a huge inconvenience. You are new, you learn the ahrd way. Ask him politely to cancel, since you can't do that. Alternatively call CS and ask what to do - if you could cancel and be forgiven somehow since this is a situation that you can't control.

The thing is you should only host when the house is completely finished and remodeled. Things always take longer than planned or go wrong. 

And yes, short rental can be hugely profitable in SF, so i wouldn't balk out if I were you.

[Anh19]

Thanks Adriana for your perspective. To be clear, there is 1 fully functioning shower/bath unit so it's not like they cannot shower/bathe.  Just wondering if that make a difference. 

Yes, I have a few shoulda' coulda' woulda's at this point.  Hind-sight is 20 20.  Biggest learning lesson is that I should not have listed the house based on what I "assumed" the state would be; you're absolutely right.

[Kelly149]

@Anh19 this is NOT a guest you want to host!!! Call CS right now!

Beg CS to consider this an extenuating circumstance. If they don't, they'll charge you $50? . Don't give this guy any extra $$

[Anh19]

Thank goodness I found this community board!

Thank you Kelly!!!

[Anh19]

Is the worst that will happen is vrbo will charge me?  Or, is there anything else?

[Kelly149]

Well, this is ABB (the policies are different btwn the 2)

Abb will possibly charge you and also prohibit you from becoming "SuperHost" for 12 months from the cancellation. However, a bad review (which this guy's attitude seems to make a certainty) would also follow you around for 365 days as well.

the best outcome is that the CS allows you to cancel for no penalty. After that, it's a matter of pick your poison. Search the Help center for cancellation articles.

And if this really is a VRBO reservation then that's a whole nother thing

@Anh19

[Anh19]

Yes, I meant ABB.  Thank you again Kelly!  So helpful.

[Letti0]

Call the CS number for AirBnB and explain the issues hopefully you get a nice CS rep that will understand this was beyond your control. Plus the guests attitude is making you very uncomfortable and can they cancel it. Make sure to mention "his recent reply is that he still wants to stay but laid down "options" for me." to them, this is important. Otherwise just take the hit on your canceling if they say no and cancel it yourself. He is not a guest you want. 

[Lisa723]

I think this probably qualifies as an extenuating circumstance, Airbnb should rehome the guest for you. I had something similar once, a pump line blew out on a guest's first day, so no water.  Before contacting the guest, I called Airbnb to make sure they would give me a penalty-free cancellation, which they did. They also rehomed the guest and gave him an extra credit above that.

[Anh19]

That is good to know that Airbnb may rehome depending on situation.  I plan to contact them asap.  Thank you Lisa!

[Lisa723]

As others have said you do *not* want to host this guest. It can't go well.

[Anh19]

Yes, I am glad you feel the same.  Thank you again.