amenity

Level 2
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Hi all! So we offer a pool and hot tub as one of our amenities, but this morning we discovered a leak in the pool and we are working to get a plumber and do what we need to fix it. What do we in terms of our future guests? i was thinking to message everyone in the next month to let them know but I do not know if there is something else I can do. I don't want to cancel them so it looks negatively on our superhost status. 

 

Thank you!

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4 Replies

Re: amenity

in
Leeuwarden, The Netherlands
Level 10

@Roya55 

It is an important amenity so you must inform guests that it is not available.

Some guest maybe want you to cancel the reservation and others probably will accept a reasonable discount for the missing feature.

Re: amenity

in
Paris, France
Level 10

@Roya55,

Do contact the guest and acknowledge Airbnb Support Help Center.

I’m affairs even you don't wish to cancel the reservations, the guest may leave a negative review because of lack of accuracy, and they can't use the pool.

 

If I were you, I would try to request Airbnb to cancel on behalf of Airbnb Amin.

I hope you can work it out with the guest and hope the plumber fix well.

Dale and Dan

Re: amenity

in
Marbella, Spain
Level 10

Airbnb will consider that you have to discount 50% -70% discount or allow the guest to cancel for free.
I once had guests that complained about slow internet  (not broken, just slow, their word against mine because every time I went over it worked fine) and Airbnb made me refund 300 euros on a 700 euro stay.


You can't advertise a pool property then not provide the pool, even if it's not your fault.
You have to fix it asap and in the meantime offer a large discount or the possibility of the guest to cancel.
You can contact client support and explain, they will help your guests find alternative lodging.

Re: amenity

in
Wiarton, Canada
Level 10

@Roya55 

 

Most people are reasonable when not blindsided by unexpected problems.  At minimum, try having a conversation with your potentially impacted guests and let them know.  Offer something like an opportunity to rebook.  Communication with your guest, even if 1 sided, shows your dedication to their stay.

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