@Alban23
I had the same situation and called Airbnb CS.
My guests and I had to agree to alter/shorten their reservation and to get a full refund for days not spent.
I found them another accommodation in the next building and helped them relocate.
The only problem was the length of the procedure with Airbnb. It took me more than a half-hour on the phone with a rep who asked me numerous questions to verify myself so for someone who has to pay international phone calls this is a very costly process. I am superhost so at least they immediately picked up the phone. Togerwith calling my neighbor, showing my guests another apartment, and helping them relocate - it took more than an hour. That's a long time while you are dealing with leaking boiler in the same time (mine is located in the wardrobe with a lot of my stuff in it and laminate flooring and the carpet all arround)
I am not sure how long my guests had to wait for a refund, luckily it was just 60€ for one day.
I was also asked to provide the pictures of the leaking boiler to prove the reason for alteration.
The next time I wouldn't call and lose the time with CS. I would ask my guest to send me an alteration request, I would accept it and that's it....or I would leave my reservation as it is, relocate them to my friend's apartment and I would pay to my friend directly.
