Guest wants refund for hot weather

[Sue2078]

Our guests left a day earlier because the weather was 80 degrees and our condo has no A/C.  Please note that our listing stated no A/C. My PM went to the store and bought a new fan which he dropped off the evening of their arrival. They complained to AirSupport that the condo was too hot to stay and wanted a partial refund. AirSupport told me that the refund is at the host’s discretion. They agreed that I was not responsible for the hot weather and my listing stated that there was no A/C. 

I have no doubt that the guests will leave a negative review. What would you have done in this situation?

[Shelley159 · Accepted solution]

Hi @Sue2078 

If you have no doubt they will leave a negative review anyway, I don't think you need to refund them as you were honest in your listing and Airbnb agrees with you.

I assume there is a reason why you have not installed air conditioning, but perhaps consider alternatives to avoid a repeat complaint (portable aircon units, ceiling fans, etc). If you add these, be sure to list and photograph them clearly to negate any effects from the negative review.

[Helen3]

There's no reason to refund . Your listing was as described. They can still leave a negative review even if you refund.  @Sue2078 

i live in a country that it rarely reaches into the 80s but have a tower fan in each bedroom and in the communal areas over the summer. 

[Mike-And-Jane0]

@Sue2078 Just leave a comment/reply to their review explaining the circumstances. Perhaps try to be less sarcastic in your response than you were for the mattress  review - It doesn't go down well with future potential guests.

[Zheng49]

I would give a partial refund in this case as a gesture of goodwill. 

[Bhumika]

Hi @Sue2078 ,  Did the guest leave a review? What did they write?