Guess wanting a refund or credit

[Catherine3832]

Hey Guys new hosting here, The community pool is closed for repairs and there is a guess who is asking me for a refund or credit. What should I do ? thank you for he support 

[Helen3]

Presumably you told the guest in advance that this amenity wouldn't be available did you discuss a discount at the time ? @Catherine3832 

If they no longer want to stay as the pool isn't open and you didn't notify them I would allow them to cancel penalty fee or offer a discount if they do.?

[Catherine3832]

As a new host they got 20% discount. No I didnt' know the pool was going to be closed because of repairs.  They havent' said that they want to cancel yet. 

[Helen3]

I would speak to the management they should have alerted you to this amenity being closed @Catherine3832 

If the guest is already there offer a discount if they want to stay or penalty free cancellation if they don't . I wouldn't offer a credit for another time . 

make it clear up front in your listing when the pool is closed. 

contact guests with upcoming bookings offer a discount or free cancellation while the pool is closed 

by the way do look at the Airbnb Help website it has lots of useful information on managing your listing 

[Elisa]

Hi @Catherine3832  😊, 

Thank you for asking this question here!

Did our host help you better understand what to do in this situation? What are you planning to do next?

Warm regards 🌻,