Guests who want to cancel because of air quality due to wildfires?

[Kim963]

Realizing this post was years ago, but here I am with a guest that just showed up at our Incline Village property this evening with his wife and baby…. Air Quality was fine this morning, now it is over 200!  

So, thinking they will  want to leave/cancel.  But they haven’t left…. Maybe I should just chill, but thinking it may go sideways tomorrow….

[Kim963]

So following on, my guests arrived, stayed 1 night and left this morning.... AQI is currently 183.  He messaged me after they left.  Has not asked for a refund, yet.  But I want to do the right thing.  I paid for cleaning and they did stay 1 night.  Stupid California fires! In NV, we would have had out way sooner!

[Kim963]

He wrote this:

Hi Kim,
The wind must have shifted and the air was really bad when we got in yesterday and into the morning. We were all coughing a bit and didn't want to risk it for the baby so we went home. We ran the dishwasher and put the trash out before we left.

The house was really great and the view was amazing. Hopefully we can try to stay again sometime.

I wrote this response:

Hi Andy- I truly understand your concerns. As I'm sure you understand the wildfires are beyond my control and all was fine yesterday as far as the Air Quality - but yes, the wind must have shifted later in the evening. This is an unprecedented situation since we started renting the property in July. I see now that you put through a Cancellation. I want to do what's fair - I did pay for cleaning and you did stay for 1 night. So what do you think is fair? And quick question, do you have a travel insurance policy? My husband and I have had one since the beginning of Covid.... Anyway, just want to work things out favorably for both of us. Thanks, Kim

[Jenny]

Hi @Kim963 

I noticed you'd posted this in an old thread and thought I'd change it to a new post, just so that our Hosts can see and hopefully respond with their own experiences!

You might find this thread useful too!

Jenny

[Kim963]

Thanks Jenny, appreciate it!  He responded the day after he left with the following: 'Thank you so much. You have been so kind and helpful. There is no way for you to have controlled or planned for the fire. I am aware that the reservation was non-refundable. I have a travel insurance policy with my credit card. I filed a claim this morning. Hopefully they will cover some or all of the cost. Again, thank you so much.'  So will wait and see I guess.... Good news is a storm came through and the air is clear again, so it won't be an issue for my guests arriving on Thursday (they too were going to cancel and decided not to).

[Helen3]

I would never ask a guest what's fair  @Kim963 

In your situation I would have offered him a refund for the night he didn't stay.