Living room AC broke down 24 hours after guests checked in

Sebastian799
Level 1
Santo Domingo, Dominican Republic

Living room AC broke down 24 hours after guests checked in

Hello, 

 

Yesterday a guest arrived at my Villa at 1pm(2 hour early check-in granted) and right now he called me that the Living room AC broke down. The technician said he has to order a part and it's supposed to arrive by Thursday or Friday. My guests' stay is until Saturday. We charge the electricity separately. Note: All the AC's in the bedrooms work and so does everything else in the house. 

 

What would the recommended action be? Offer to cover the electrical bill during their stay(it should be less than a nights stay)? Offer them a partial refund? Offer them a night off?

 

Any suggestion is welcome! 

1 Reply 1
Nanxing0
Level 10
Haverford, PA

This is not uncommon frankly. We have mini-split A/C for our listings and they occasionally break. The offers you suggested all makes sense but you want to ask the guest what he/she wants. Some people are OK with the temperature with no A/C but some might find it unacceptable. If they are OK with the temperature, you may simply offer to cover some electricity or take 1-2 nights off the price. If they can't bear it, ask them to contact Airbnb to find other arrangement and cancel+refund the rest of the stay would be the most appropriate. 

 

On the side, I'd suggest, if possible, to have a window or portable A/C on backup. When one breaks, you have the option to quickly deploy a window/portable unit so both you and the guest wouldn't have the headache. At the end of day it's also inconvenient for the guest to seek for other accommodations, as they are very tired and busy when travelling.