How to deal with repairing issue while guests are staying?

[Marisol125]

Hello.

I currently have two guests in two different rooms.

and found a leak in the shower while guests are staying. 
I do not know if this is a guest mistake or just a coincidence.
I called the repairman and he told me that the shower should not be used for about 24 hours.

If he repairs the leak at 10 am, then the next time that I could use the shower will be about 10 am the next day.
So I want to ask you two things.
1. If I pay and order the repair, the guests will be able to take a shower in the morning and then, the next morning. Is this a problem? How do you handle this issue smoothly?
2. Can I have this repaired by the guests or covered by Airbnb insurance?  Then what's the process? 

Thanks in advance. 

[Rowena29]

HI @Marisol125 

I am not the most experienced host in the world, but to me this sounds like regular wear and tear and not something that would routinely be covered by the host guarantee. ( which is almost impossible to claim anyway so I hear)

Given that you yourself are not even sure if the problem was caused by the guest, or is just co incidental I personally would not expecting the guest to make any kind of payment ( even if the guest DID cause it you need to expect and anticipate a degree of wear and tear adn to me this sounds typical of just that. Not like the shower head had been ripped off the wall for example)

Re the repair time and use of the shower, I strongly feel communication is the key.

I would be talking directly to the guest/s, either in person or through airbnb messaging, explaining the situation, apologising for the inconvenience and asking if that timing would suit them without too much difficulty. 

I  personally would also be inclined to offer a bit of a sweetener for the inconvenience ( a box of chocs, a bottle of wine or some such - and I would also be guided by the guests reaction and communication). 

some people may be VERY frustrated by not being able to shower at night, others may be not at all bothered.

Other hosts may offer different advice.

Good luck sorting it out!

Regards

[Helen3]

Hello @Marisol125 

Firstly you need to understand what has caused the leak. Why do you feel it might be one of your guests that have caused it?

If you can prove that one of the guests deliberately or accidently caused the damage, then you can put in a claim for the guest to pay to cover the repairs.

Most likely this is just usual wear and tear, and you will need to cover it yourself or claim on your own specialist home insurance covering STR.

You need to offer your guests a discount for the inconvenience of only being able to shower once in the morning for two days.

10 a.m. on day too might be too late for guests going out for the day, so be prepared for a guest who might want to cancel in which case you need to offer a full refund and can cancel under extenuating circumstances IF the leak was unexpected.