Heat Issue

[Hande56]

Hi everyone, I’d really appreciate your honest opinions on whether this situation feels fair.

During a recent stay, the central heater unexpectedly stopped working. I was informed late in the evening and took action immediately. However, as this happened during the Christmas period, no technicians were available to come on-site right away.

The guests stayed one full night in the apartment. The following day, when the issue still could not be resolved due to service unavailability, they decided to check out early.

After leaving, they requested a full refund for the entire stay.

In your experience, would a 100% refund be considered fair here, or would a partial refund (excluding the night stayed) be more reasonable?

Thanks in advance for your thoughts.

[Mike-And-Jane0]

@Hande56 This sounds fair to me. To charge for a night when they were cold seems a bit unfair to me

[Helen3]

Airbnb would offer the guest 30% . If you offered the guest the option to cancel penalty free and they chose to stay overnight , I would offer them a 30% discount on the guest fee . @Hande56 

[Shelley159]

Hi @Hande56 

This is very unfortunate for you. It's not your fault, but the timing of the problem made it very difficult for you to fix. Unfortunately these problems do sometimes come at the worst time.

The guest has stayed one night and had enough time to see whether they would've had a great stay if the heat had worked. Hopefully they keep this in mind when they review you. The only other things that they can base their review on, is whether you were quick to try and help, and whether you gave a refund that they consider to be fair.