Had a guest recently who is asking for an adjustment due to 1 of our 2 ovens not working during their stay.
For some context - there is a beautiful kitchen with high-end appliances (Wolf, Bertazzoni, Sub-Zero), and it includes a range with induction cooktop + oven, a wall-mounted oven, a microwave, and a grill (amongst other small appliances). The guest also brought their own portable grill.
The guest let us know that the oven built into the range wasn't heating properly despite it being brand new (super unlucky circumstance), and has been generally difficult to satisfy despite all previous guests in this new listing being over-the-top thrilled with their experience with the space. We had a handyman check on the oven within 12 hours of their notification to us, then had an appliance specialist come within 12 hours after that, however, unfortunately, the oven needs a part. The guest is repeatedly referring to the 'not having the oven' being an inconvenience and ignored our suggestions to use the 2nd oven as an alternate as well as us checking on whether they had any issues with that 2nd oven repeatedly. We also offered to reimburse them for a countertop oven purchase as an alternative which they declined.
I understand that the oven is a listed amenity and it's not functioning so that's a reasonable complaint, but with the context that there is another working oven it seems a bit more subtle (the guest was perfectly able to cook between having a 2nd oven, a microwave, a grill, the stovetop, etc and is only a party of 5). The guest had asked for a discount upfront before booking, which we politely declined, and so we are left with the impression that they may just be trying to justify a partial refund.
How would you respond? If you'd give a partial refund, what amount is appropriate for something like this?
