Internet Issues - Guest Expectations?

[Farah148]

Hi everyone,

I’d appreciate your thoughts on what you would expect as a guest in the following situation and whether I should offer a credit, and if so, what amount would be appropriate.

Here’s the scenario: The WiFi goes down due to an unforeseen circumstance—like a storm, provider outage, or, in my case, a neighbor accidentally cutting the internet line while trimming a tree on a Friday afternoon (classic, right? 😅). I apologized to the guest right away and offered to accommodate any changes to their stay. They simply asked to be kept updated. While the technician couldn’t come until Saturday, I managed to set up a backup WiFi source by Friday night.

Any advice on how to handle this situation would be greatly appreciated.

Thanks so much!

[Joelle43 · Accepted solution]

Hello @Farah148 

Sounds like you went above and beyond for this guest and from what I can gather, they were without internet for a few hours only so you kept the inconvenience to a minimal I would say👏

It depends what vibe you're getting from this guest but I would make some sort of gesture personally as an apology (even if it's not your fault!!)   It needn't be financial through a reimbursement necessarily but another nice gesture?  Check out their profile for any clues 😉

From what I've been able to gather from reading many posts here on the CC, when a major amenity is missing, Customer Service tend to reimburse 30% per night without said amenity.

Keep us posted and hope this guest gives you the 5* you deserve 

Joëlle

[Farah148]

@Joelle43 Thank you for the great advice! I’ll see if guest wrote any interests/hobbies on their profile. Internet was out about 6 hours, so the 30% you suggest sounds good too.

[Farah148]

😀