I manage a lovely little lake house property in Western Utah. It is an older place, but is just a few yards from the edge of the lake, on a large property. This is a rare find in Utah and we get many guests who book for the location and setting alone.
The property owners have been doing renovations from time to time to update the home. Recently the owners started a project which the contractor was unable to finish before a series of guests were coming who had already booked weeks or months beforehand. I have the rest of the month blocked off after these guests to finish the renovations, but the property is stuck in transition until after these last guests check out.
While much of the home is nicer and more updated than the listing photos, it has left the property with a few temporary quirks and challenges. These include a lack of food storage space (i.e. a pantry) in the kitchen, cement floors and unfinished trim (i.e. no molding around the doors, bare light bulbs) in the new addition, and a small gap of bare flooring where there used to be a wall.
To compensate for the transitional state of the home, I have offered each group coming in during this time a few bonuses, including access to the canoe, which is typically $25/day, an extra bedroom and bed that is not advertised in the listing, treats and goodies, etc. The first 3 groups came through with no major issues or problems. They said they loved the lakeside property and even left good reviews. The last group contacted me 2 days into their stay saying that they "are finding multiple things that are hard to deal with" at the property and they'd like to shorten their trip and receive a refund.
I absolutely acknowledge that it is not ideal to stay in a home which feels unfinished, so I understand where they are likely coming from, but the property is still clean and generally safe.
What would you do in this case?
Perhaps, offer the guest a full refund for the entire booking? A refund just for the remaining days if they leave 3 nights early? A discount if they choose to stay for the remaining 3 days that they booked? Maybe a discount on a future stay?
