My hot tub crapped out today and I have guest tomorrow

[Chris25000]

Hello everyone,

I have guest arriving tomorrow and while my caretaker was shoveling snow, he accidentally broke the drain pipe to my hot tub. I let the guest know and they said that was the main reason for booking our home this weekend, asked for a discount. She also went on to ask if they can cancel but it’s already past the deadline for that.

has anyone been in a similar situation? And what advice would you give in this pickle that I’m in. FYI, I’m pretty new to this, thanks! 

[Emiel1]

@Chris25000 ,

- You can use the  "change" option on the reservation and change the price. This is most easy way to provide a discount.

- You can also use the "change" option to shift the reservation to other dates, ofcourse only if guest agree on that option.

But as you are not able to provide an important amenity then maybe you need to cancel the reservation (but gives penalties).

If guests cancel, then they will not receive full refund, even if you provide it.

[Chris25000 · Accepted solution]

They ended up reaching out to Airbnb and requested a full refund. They gave it to them but poorly communicated it to us. They penalized us for it…very aggravated with Airbnb. 

[Kitty-and-Creek0]

@Chris25000 

This is a bind! 

My policy is to let them cancel and give a full refund, even the same day as arrival. I do not want anyone here who is not thrilled to be here. Also I do not give discounts at all. My overhead is substantial, and it is less costly in many respects to keep the space empty. 

[Chris25000]

That is actually a good perspective to have on it.

[Frances3408]

@Chris25000 . Make sure you remove the hot tub as an amenity listing until its properly fixed as well as photos. Then remember to add back in when sorted.

I agree with @Kitty-and-Creek0 that it may have been better to allow them to cancel and receive a full refund, then your dates open up immediately to new bookings (maybe add a last minute promo if the house was ready in all other respects).

When a guest says its the main reason for booking you know they are looking for an out and Airbnb might just give them one.

[Patricia2526]

Hi @Chris25000 

If your guest says the only reason they booked your place was because of the hot tub, I recommend contacting Airbnb Support right away. Explain the situation clearly that the guest expressed their intent to cancel and that the hot tub was their main deciding factor. Let Support know whether you’re willing to offer a full refund for the entire stay, so they can guide you through the proper steps and document everything.