Power outage at home

[Lisa236]

We are away from our home and have found out that the power is out from a terrible storm and not expected to be back on until Saturday pm at 11.  We have guests traveling as we speak and are not able to get them.  Depending on what happens, how do we get them fully refunded. Nothing we can do to assist them with trees down all over neighborhood. Feel terrible about this.  Not sure what they are going to do b/c they have a dog with them as well.

Please offer assistance.

[Mike77]

"Please offer assistance."

======================

What would you like me to do for you?

What assistance do you think I can perform for you?

Mike
AirBnB Treehouse for Rent
https://www.airbnb.com/rooms/7292887

[City-Limits-Ranch0]

Well, if I was the guest I would like the option of staying without power for free, rather than being stranded with no housing, at least for the first night.  So I would suggest messaging them with the details and offering whatever options you can come up with and letting them choose.

They can buy  water, batteries, flashlights and a camp stove (unless you have a gas stove at the home)  and you can offer to pay for these items if you want  to.  Maybe you already have some power outage supplies on hand? 

You can also ask AirBnb to try to help them find an alternative.  Talk to your guests and ask them what they want you to do to help them out.  Natural disasters are not your fault after all. 

If they use a camp stove make sure they keep it outside. 

Can they get in?  Is it an electronic door lock that depends on power at the home?  Who was going to greet them on arrival and/or trouble shoot during their stay if you are not there?  Can that person obtain some power outage supplies for them to use?

Please post back as this situation unfolds.

Kerrin

[Debi1]

@Kerrin0 has given you some excellent suggestions.

I would add that hopefully there are hotels where they might stay and there are many pet-friendly hotels these days too.

Assure your guests that you are super sorry, nature happens, and under the circumstances you are willing to offer "x".  But it is not your fault.  Even the airlines will not cover disruptions due to weather.  Most people would not expect a full refund, and if you gave a partial one, I would think you are very generous.

And call Airbnb Customer Service for help.

[Donna15]

@Lisa236, some good advice here. 

You can reach AirBnB via the Help link at bottom of this page.

Or via Facebook.

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Or – if you have a Twitter account - try twitter@airbnbhelp. It’s said there’s a quick response.

Here’s the number for Canada and the US.

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