Hello everyone. I would appreciate your advice regarding a recent reservation. Our guests were affected by an unexpected power outage caused by an issue in the area where the property is located. The home is in a rural area, outside the city, and according to the authorities, the outage was beyond our control. We remained in constant communication with the guests, apologized, and tried to assist them throughout the situation.
As a gesture of goodwill, we offered a late check-out after another reservation was canceled, and we also offered them the option to stay, but they declined. They are now requesting a refund because they were unable to enjoy the property’s amenities during the afternoon and evening due to the outage.
Since the interruption was caused by circumstances outside our control and we made reasonable efforts to accommodate them, we are unsure how to proceed. Has anyone experienced a similar situation? How did Airbnb handle it, and what would you recommend in this case?
Thank you in advance for your advice.
