Central heat issue

[Lauren5098]

Hi- our current guests arrived and realized late into their first night that the heat was not working. It’s 65 degrees in Texas right now but they have a toddler who was cold the first night they were here. We immediately called out HVAC and they ordered the part needed (the heat unit motherboard went out). I’d like to issue a partial refund- they have not requested one but given that they paid for a house with central heat and it is not working I think that’s the right thing to do. I did bring some space heaters for them to use in the mean time. 

They are staying 3 nights and was considering a 1/3 refund. Does that feel right? 

[Mike-And-Jane0]

@Lauren5098 seems very generous. Make sure you do any refund through Airbnb though or an unscrupulous guest might try and claim twice. Also if discussing with the guest be clear if it is 1/3 of what they paid or 1/3 of what Airbnb paid you. Hopefully if you do it via Airbnb then it might be both.

[Elisa]

Hi @Lauren5098 😊, 

I’m really sorry about this situation.

Have you been able to make a decision after reading our host’s comment?

Do you still need help with this?