Refunds - due to boiler breaking down

[Julia620]

We have just had visitors and the boilder broke down having just been serviced.  They still stayed two out of three nights and we paid for heaters/fuel - though totally admit it was not good. We only asked them to pay for just one night as they still used the house.  They are now asking also for the  Airbnb part of the booking - we are resisting as a) the stayed b) we are now running at a loss on the booking.  What do you think.  Is there a way for them to get the money back from Airbnb.

[Gordon0]

What do you mean 'the Airbnb part of the booking'.

If it were me, I would not have been satisfied with one night (of two) free,  but I probably wouldn't have stayed. It's a tough one. A hotel would have comped the whole stay IMO. 

[Matthew285]

@Julia620 regarding the "AirBnB part of the booking" (which I imagine are the AirBnB fees):

it is not within your power to give those back.

You did not collect the AirbnB fees.

You do not have the money AirBnB collected.

You cannot tell AirBnB what to do with regard to their fees.

Tell her in no uncertain terms that you have given them back everything you are going to give them.

If they want anything else, they need to talk to AirBnB.

[Simon3196]

Hi Gordon did this get resolved as I'm in the same predicament!