Our guests just arrived in town and the power was out in our neighborhood due to a blown transformer.
We were immediately in contact with the town electric, which they advised the power would be restored in 2-2 1/2 hours. Our property manager was there on site upon arrival and had left a note on door advising the guests. In addition, she had pulled out the candles and flashlights and remained on the property in another unit. the power was restored at 8:10pm . They arrived at 630pm . Our property manager advised them if they wanted to use the upstairs unit- which has a gas stove, they could come upstairs and utilize to cook dinner.
The guests were very upset and angry with my property manager over the circumstances and claimed that there was something wrong with the house- as they could see the neighbours down the road had a light one. All street lights and our entire side of street were dark and off, and there we were in direct contact with the electric company immediately.
The guests demanded the power be turned back on immediately. They then said that they were getting a hotel room and that we were to comp them hotel costs as well as the first nights stay at our home. The mother and daughter were going to the hotel, and the father was staying at the home as the hotel would not take dogs.
My question is, what is the policy on this one? Must we pay for their hotel and reimburse their first nights stay? In addition, they are in the home now for a week, and I am worried about the bad review they are for sure going to give.
Any advice would be greatly appreciated. Thank you in advance!