Lost power due to storm - what to do?

[Jennifer1351]

(Not sure I’m posting in the right area)

We had a severe storm and lost power. I thought it would be restored by the time guest arrived. It still hasn’t. Guest stayed first night and said it wasn’t a big issue. But he may move to a hotel for the last night. This is a two night stay. How much would I refund? For the limited first night and possibly not staying the second night?  Would anything on the algorithm count against me for a guest leaving for unforeseen results of a storm?  

[Lorna170]

@Jennifer1351  I have had this issue -- mountain weather can be annoying.  For a two night stay, I would compensate the guest for the cost of the one night in the hotel and dinner out.  Discuss this solution with the guest and hope that the guest is a decent individual and does not call AirBnB for a full refund on top of your generosity

[Shelley159]

@Jennifer1351 in addition to what @Lorna170 has said, you can do the refund by way of a change request (change the end date and the amount and let the guest accept the change).

That way they've implied they're happy with the offer.

(In my mind it shouldn't have any effect on the algorithm)

[Jennifer1351]

Thank you!

[Paula]

Hello @Jennifer1351  I’m glad to hear that you found Shelley and Lorna’s answers helpful! If you’d like, you can mark any of them as the “Top Answer” by clicking the button below their comment. This helps future hosts find this conversation more easily and benefit from your experience.

Regards,

[Jennifer1351]

Thanks again for the info! Can I do a change request after they've stayed one night and I received payment? And would I still need to do send money, or would that happen with a change request? Just not sure the best way to handle this.

[Shelley159]

Yes you can do a change request after check-in. It will give you an opportunity to set the amount, and the guest will have to accept before it's final.

No additional "send money" required.

The difference will come off your next payout. Not fair, as the weather is not your fault, but these things do happen.

[Jennifer1351]

Thanks, much appreciated!

[Brian3831]

I had a plumbing problem with no hot water I was fully prepared to receive the guess but to give them a free refund fully, or they can notify me and stay at this place again for free with 3 months in advance because we are rented out most weekends. In my opinion I hate to say it and I hate to feel it but full refund is the best thing because that's what people want, that's what you would want to

[Madolin-Jazmin0]

Some form of compensation is always best.

1st: Offer a partial refund for the first and second nights, encouraging guests to stay.

2nd: Offer a discount or an extra night for a future stay. This way, we aim to encourage repeat business and leave a positive impression.

3rd: Offer an extra night in case you don't have any scheduled events. This option eliminates the need for a full refund.

[Jennifer1351]

Thank you @Madolin-Jazmin0 , that’s helpful feedback!

[Helen427]

Hello @Jennifer1351 

How did you sort this out?

Did the suggestions help you come to an amicable solution?

We personally have found doing an "alteration" to a booking the most satisfactory and offering to have an added night in future free of charge.

To others reading this, should you be in similar circumstances as @Jennifer1351 there's a selection of choices.

Keep an open mind and welcome the guest back.

[Dawn1218]

@Jennifer1351 Lots of good advice d has been shared already. This has happened to us as well and in both cases the guest was very understanding and the power did come back on within a few hours. Because our Airbnb is in an older area where it is not unusual for power to go out without warning from time to time, we invested in a generator that automatically kicks in within a minute of power loss. Now I am able to advertise this as a feature and it gives guests increased confidence to book and I have no more anxiety over the possibility of power loss during a stay. It will also increase resale value of our place should we ever decide to sell. 

[Lorina14]

@Jennifer1351 

Lots of great advice here. Airbnb can refund up to 30% if an amenity listed is not provided (in this case electricity). It’s true it can happen (and did happen to me, my host stopped by with a battery operated lantern and some flashlights and kept us up to date on the situation but didn’t offer a compensation, we understood and didn’t say anything or complain to Airbnb). We would have offered at least 50% discount off the nights where the electricity was gone and make sure they had enough blankets, lights and made sure there were coolers or ice for any food they had). A meal out is a nice offer too. I’d offer them my suggestion and see what they have to say. Or ask then what they feel would be fair compensation. Then I’d proceed from there. Offering a free day or a discount in future stays is helpful to build goodwill. Let us know what you do and how they respond.