Hello,
In short: my guest arrived on Tuesday. My co-host greeted and handed the key to my guest. Later that day, it was brought to my attention -- via a phone call -- that my guest was unhappy because I didn't provide 2 sets of keys (so that his girlfriend could roam freely). We agreed that I would send the extra key ASAP via mail (I'm 30 miles away from the destination). When I arrived at UPS (~6:30PM PST), I was told that the key wouldn't get to its destination in 1 day, but 2 (Thursday, not Wednesday). The cutoff for next-day delivery was 5:30PM PST. I tried to get in touch with my guest via Airbnb messenger (waited 30+ minutes for a response) to see if the delay on obtaining the key would be OK. Because I never got a response, I went ahead and sent the key via UPS priority mail.
He called me today (Wednesday), extremely frustrated with this situation. I told him I did the best I could do, which is in fact very true.
Driving isn't too much of an option, as I'm currently in Hollywood, CA and getting to the destination would take ~2.5 hours during rush hour. My guest claims that I should've opted to do this. As a working individual, it was not feasible to travel for ~3-5 hours after work.
My argument: I tried to communicate with my guest (via Airbnb messenger) 3 days prior to his arrival, to which I never got a response. Such a matter could've been addressed before he arrived. Instead, I reacted as swiftly as I could by getting to UPS immediately after work.
Question: my guest would like me to offer him a free night or payment for this mishap. Am I in the wrong here? Is this what I need to do?
Thank you.