How much should I refund a guest?

[David_Jenny0]

Hi everyone!

We seem to be having a problem with our boiler over the weekend and my guest says that there’s no hot water. We went and checked the boiler and reset it which seemed to work fine. However our guest has insisted that there’s no hot water. We can’t get anyone out to look at it until Monday and now my guest is requesting a refund. How much should we give? Just to add we are in 35 degree heat here in Spain and there’s no ‘cold’ water and everyone is showering with cold but obviously we appreciate that they’ve rented a house with hot water and that’s what they should have. The guest is staying for 3 days. Has anyone had a similar experience and what did you do... Final note this guest has been very demanding from the beginning with incessant long messages asking for information and questioning everything!!!

Thanks 

[Mike-And-Helen0]

Was there hot water after you visited to re set the boiler?

[Kaylee18]

@David_Jenny0    Did you reset the tank right away and fix the issue? If so, I'd say no refund as you quickly fixed the problem for them. However if the hot water was down for their entire 3 day stay, then providing some type of refund would be very nice of you.

[Sarah977]

@David_Jenny0  As you indicate these guests have been a pain all around, it sounds like maybe they are just angling for a refund by claiming there's no hot water. They probably didn't anticipate you coming over to reset the boiler. But if you haven't actually checked yourself to make sure there's hot water coming out, then it's hard to dispute. Maybe they are taking 1 hour showers and expecting that they'll just have constant hot water.

I hear you about no one else even wanting hot water. Here in my part of Mexico it's sweltering hot right now. My water comes out of a big black tank on my roof. I don't even light the boiler from May-October. It's actually warmer than you want out of that tank, for both me and my guests. Altho if a guest wanted super hot water, of course I'd light it for them.