Cancel reservation due to "Emergency" maintanance of our guesthouse - Will I get a fee from Airbnb?

[Carl8425]

Hi. Host from Sweden here.

We've had some issues with the warm water heater not working from time to time and is coming of age, I wished that it would happen after the summer, but the problem gets more frequent. Fortunatly it has only affected guests in short amount of times where it does not heat and you have to disconnect it and reconnect to make it work. 

I've decided that it needs to be changed and need help from a relative that's a plumber. Problem is that he's very busy and can't help until july where we are more or less fully booked and results in that we need to cancel a guests reservation. 

I contacted Airbnb support to see if this issue may result in a fee for me for canceling a reservation. But the Airbnb support was not what I expected in terms of clear answers and help with my issue. One of the requierments is that I provide receipt from the plumbing company with logos, dates etc. Which I will not be able to provide since it's a relative helping me for free. And because of that I may get up to $1000 in penalty, which I honestly can't afford.

I also asked the support what will happen if the warm water heater breaks down middle of a guests stay which forces them to find somewhere else to stay with a very short notice. Does that result in a penalty? The answer was: that's not my department and can't really tell you. 

So my question is, has anyone been in a similar situaiton and how was it handled? Because right now I can't say I have much trust in Airbnb support team.

Thanks! /Carl

[Fred13 · Accepted solution]

@Carl8425  We live a physical world, things happen no doubt. Sincerely, I would consider finding a solution during those days you are not booked (the 11th-16th) of this month. I would forget Airbnb and your brother in law is not available now, but in July when you are fully booked anyway, so that will turn out to be tricky for him to fix the problem then between guests anyway.

You have a 'country' setting (lovely may I add) and your clientele in all likelihood is a lot more sporting and forgiving then the expectant suburban types, so I wonder if you can explain to them that presently the 'silly' water heater is acting goofy and you only ask them to turn it on or off when it gets 'temperamental', if possible. Better yet..

Guessing by the picture I gather is an electric heater, adding an on/off switch (external of course) may be a temporary alternative or hit the internet, look up the manufacturer and replace the heating element of it (which is probably the problem), which only takes to disconnect two wires,  unscrew it out and replace it with a new one. We use two types of heaters (propane and electric) at our place, I am assuming yours is electric.  If its propane it is the battery-operated electric starter, even simpler to fix.

But one thing, best to jump on it now versus a month from now and have a heart attack in between. 🙂 Good luck.

[Carl8425]

Thanks for the reply Fred.

Been trying to find a replacement heating element, but the model is so old it's hard to find replacement parts. That's why I thought of replacing it instead. I'll see if there might be someone to help me look into it earlier.

Thanks for the feedback. I just got so worn down by the support, or lack of, from Airbnb. 

[Helen3]

Hello @Carl8425 

I agreed with @Fred13  Get a local plumber in to fix when your place is free next week,

[Fred13]

I got you. Bosch makes a small 2-3 gallon ones that recoup so fast they are like point-of-use ones in the $200us price range with good dependable warm-water ranges (~130F/~50C; 1400w). We bypassed the 'hot' types which make no sense since why go to super hot water only to cool therm down to usable shower temperatures. Good luck. 

[Pat271]

@Carl8425 

I agree with @Helen3 and @Fred13, if you can swing it. Another option is that the Internet tells me that most plumbers agree that it takes 2-3 hours to replace a water heater. Although it’s cutting it close, the plumber can replace it during a normal turnover. I have done this type of fire drill with different repairs and replacements over the years. Luckily, I have a forgiving cleaner who will work around a repairman that might need to be in the property. In fact, she prefers it so that she can clean up after him/her. Okay, enough with the political correctness - it’s always “him” that needs any cleaning up after.😏

I know all of these options are a little dicey, but I would redirect your efforts and emotional energy in this direction, rather that deal with Airbnb and any sort of guest cancellation. Avoid that at all costs. I guarantee you there will be less hand-wringing, not to mention potential repercussions involved in cancelling a reservation, no matter what CS tells you. 

[Fred13]

^^^ "I have done this type of fire drill with different repairs.."

So true, that is what they exactly are -'hosting fire drills'.

[Bob297]

@Carl8425 
Get a local plumber. It will cost you.
But it will safe you more during the busy period. And you avoid bad reviews