6 Week Guest But Patio Repair is Delayed - How to Handle?

[Amanda1775]

Hello Fellow Hosts,

I have a 6-week snowbird couple that is arriving on Sunday. Due to weather, the patio repair already started is delayed 5-6 days into their stay, assuming the weather is good! (I was just notified today by the contractor.)

What's your advice?

1. How should I phrase the message? (I want to tell them immediately.)

2. Should I offer a percentage or flat amount off their stay given that they can't use the patio?

3. If so, what amount?

While this is my first time hosting the couple, we have developed a nice rapport on the Airbnb messaging system. In other words, I think they'll stay off the patio until given the okay. Although, I know I am taking a risk!

By the way, the previous owner of my condo is a snowbird staying two doors down from my condo at a very reduced price (or even free!). This previous owner saw my mom inspecting the patio work (I'm a far-away host) and came over to talk to my mom. She told my mom that my prices were too high. LOL!

I'm a little worried that she will tell this to my snowbirds, but oh well. I don't know that I can do anything about it. And I've already booked 2 long-term-staying guests since November who didn't seem to mind the price. Alas it won't be good for business if she gives her opinions to these coming guests which I'm sure she will. And I'm sick that these guests already will not have use of one of the amenities...trying to do damage control on two fronts!

[Laura2592]

@Amanda1775 will there be workmen/patio repair going on while they are there? If so I would cancel their stay in full or that part of it. Most guests of mine would be very upset if they were interrupted by noise and strangers during their vacation. If the patio is a big feature of your space, this advice goes double. If these are retired guests who are expecting to kick back for an extended period, that goes triple. I would not risk the review and the back and forth when they are disturbed by dust and noise or nitpicking the quality or safety of the repair. 

You can offer a discount for those days but home repairs have a way of being problematic. You can't fully demand its done by a particular day if there are supply chain issues or workers sick with COVID. I would sooner say block off some time and schedule this repair when you are free of guests. Personally I would not want to vacation somewhere that work was being done unless it was very very minor and totally removed from spaces I would use. I have enough renovations going on at home to pay a stranger to deal with theirs. 

Case in point: We replaced counters our kitchen sink in November. I had started planning in May and purchased the slab of stone for the counter. As the repair was scheduled to begin, the template team had a tantrum and demanded we remove the existing counter before they would measure. Two days after that it was clear that the slab we purchased was sold to someone else and that there may/may not be another in time. So we would have had no counters or sink if we went with our original plans. Thanksgiving stays would have had no surface to prepare food. We had 10 days blocked for the work and needed it done in those 10 days. We had to scramble for a carpenter to build butcher block custom counters and buy a copper sink/faucet online, hoping it was delivered in time. It came together with two days to spare but I can't imagine trying to accomplish this with guests in our unit. I was fully prepared to cancel upcoming stays if advertised amenities were not ready. 

[Mark116]

@Amanda1775  It depends on how long the patio construction will take.  If it will be done in 2 or 3 days into their stay, that is one thing, if it's a huge project that will take a couple of weeks, that is something else. 

To me, the solution depends on the answer. If it's a matter of a few days, I would offer a discount for the days they will be inconvenienced and a gift basket or maybe a pass to some local venue.  If it is going to be a long drawn out project then you should offer to cancel their stay and refund them, which if you do that contact Airbnb to try and get a neutral cancellation that will not penalize you.

[Amanda1775]

@Laura2592 @Mark116 

The contractor (a solo guy) has done the dusty, noisy part already. He just has to put the overlay on the patio (thin coat of cement), stamp it to look like wood, and then stain and seal. He needs 2 more clear days to finish and then it needs to dry/set/cure for 24 hours before anyone can walk on it and 36 hours before putting the 4 heavy Adirondack chairs on it. The patio is a huge feature as we are lakefront.

I believe the snowbirds are already traveling to my place, but I'm not sure. (I would be if I was coming from their location.)

[Laura2592]

@Amanda1775 I would call Airbnb and see what your options are. If its a "huge" feature that is only halfway complete I would definitely not want guests reviewing on that. If I were doing this, I would block off those days. Not even a question. What happens if a guest thinks "okay I can use this" and walks on it, creating more repairs to be done? People aren't great at following instructions especially when they feel entitled to enjoy the features they paid for on a vacation.

Conversely I would reschedule the second part of the install with the contractor until after the guests have left and provide a small discount for the lack of a stated amenity. 

[Amanda1775]

Thanks @Laura2592 . I decided to offer a discount of 20% off the nightly rate for each day the patio is not available for their use and enjoyment, estimated to be 3-5 days. And I asked if that was acceptable to them. Waiting to hear back. I also apologized and pointed out that they could still sit by the pool (just steps from our front door) and/or use the near-by gazebo to enjoy the outdoors. 

Yes, the biggest question is if they will step on it before it is ready to be walked on. I know I'm taking a huge risk, but I kind of agree with your first impression that older people will nitpick rather than disregard the foot-free 24 hours. If I wait until they leave, we will be in Spring Break season which, in my estimation, raises the probability of a someone walking and/or writing in the cement because lots of kids will be around the condo complex.

And I think I will get them a gift certificate to the nice restaurant that's within walking distance of our condo. I guess I'll learn from the experience! Wish me luck!

[Mike-And-Jane0]

@Amanda1775 I would also make sure the guest knows that they can cancel penalty free. Most longer term guests won't want the hassle of changing the reservation but appreciate the offer.

[Helen744]

Helen@744 . rope it off with a sign 

[Helen744]

Helen@744 apologise profusely and do something nice for them that is not a usual thing that you offer after they arrive. Not sure what a snow bird is but ,tickets to a show.  a few bottles of wine or a special dinner.Make sure the bits u can control are top rate . They will be pleased with the extra attention H

[Helen744]

Your neighbour is jealous 

[Amanda1775]

Haha! Wait until she sees the granite countertops we installed...I wish I could be a fly on the wall.

[Amanda1775]

Update: Guests refused the discount saying it wasn't necessary. Just before check-in, I left a card and a $75 gift card to the nice restaurant within walking distance, recommending the shrimp and grits.

Patio is moving along...only need 1 more day to finish (stain and seal the cement) and then 24 hours before foot traffic.

Thanks, everyone, for the advice!

[Amanda1775]

The finished patio! (and my guests were able to use it today)

[Peggy-And-Mike0]

That looks great! Congrats on getting it done and I hope your guests really enjoy it as much as you will now that it's done. @Amanda1775 

[Kitty-and-Creek0]

@Amanda1775 

Very lovely! Congratulations!