Guest looking for a refund, Like to get some input.

[Thomas3955]

So we had a hot tub 2 years ago year that started to break down in the middle of the summer. It was repaired a couple times and finished the summer. As a result for 2024 I added in my description and in the house manual that it was not guaranteed to be operating because of the issues we had earlier. Then at the end of last summer it finally was just to expensive to fix so we got rid of it. I removed it from the amenities list and the description for 2025 but missed the note in the house manual.  Now I have a guest moving in this weekend and the messaged me asking if they will have access to the hot tub.  My response was no because there is no hot tub.  Then they pointed out the house manual.  So even though it was not advertised to have a hot tub, and even the manual says it was not guaranteed to work anyway, these people are asking for $510 refund, which is 9% of their cost.  I would like to hear what other hosts would do.  Thank you in advance for any guidance. 

[Mike-And-Jane0]

@Thomas3955 Giving guests any opportunity to ask for a discount is not clever. I would chalk this up to experience and correct the manual whilst paying the discount. I wonder if your pictures need updating as well. If so I would definitely pay up as these would be construed as misleading.

[Patricia2526]

Hi @Thomas3955 

Sometimes a small gesture helps maintain goodwill or avoid a negative review, but it should match the context. 

Since the hot tub was removed from all these and only existed as a legacy line in the house manual (and that too with a disclaimer), you are not technically at fault.

I would contact Airbnb Support to establish a record  before guest escalates, If the guest decides to open a claim or leave a poor review, Airbnb will already have your side documented showing that the amenity wasn’t listed and that the house manual had an outdated disclaimer.

[Frances3408 · Accepted solution]

@Thomas3955 . There is a question in guest reviews that asks if the pictures were representative so at the very least could get marked down. As the tub still appears in several pictures when I searched just now the risk is that your listing might be considered misleading; also mentioned by @Mike-And-Jane0 

I dont know if offering a part refund in these circumstances will help but yes, I would offer something, including an apology. Also double check that everything else is working and remove those tub photos until you can add some new patio ones. 

[Lorna170]

@Thomas3955  Any time a host adds or removes an amenity, the host should update their listing to correctly advertise what is available.  That includes any descriptions, any checkboxes, and most importantly, pictures that display an amenity that has been removed.  Guests DO NOT READ.  They do look at pictures.  

If an amenity is added, an already booked guest will be pleasantly surprised.  But when an amenity is removed, any already booked guests will need to be immediately advised, especially if the amenity is one that led them to book your property over another.  A hot tub is a critical amenity -- the lack of one means a disappointed guest.

Unfortunately, the hot tub was still referenced in your listing, either by a description in your manual or in pictures.  I would refund the guest for the perceived inconvenience.