Planned PG&E power outage notice. Guest already booked beforehand.

[Eddie-And-Michelle1]

Hello,

We are a newer listing and so excited to have bookings. A guest already booked for 9/28/2023 a week ago and this morning, I just got a letter from PG&E that on 9/28, power will be out from 9am-5pm. At this time, I am not sure what to do. I will def message my guest to let them know if this will affect them. If not, no problem. If it does become an issue, what resolution should we offer?

We have a strict cancellation policy and I am open to them canceling and we would offer a refund and then block off that date. What does everyone else suggest?

[Mar125]

@Eddie-And-Michelle1 

what else can you do? it’s power outage.

[Helen3]

I would let the guest know , apologise and offer a small compensation for the inconvenience such as a voucher for lunch or to a nearby attraction. 

Does the heating work/can they still cook and shower without electricity by the way? 

how long is the guest staying for ? 

[Mike-And-Jane0]

@Eddie-And-Michelle1 Communication is key. The sooner you start talking with the guest the better. If your utilities are anything like ours the power won't be off all day anyway.

One thought: If the guest wants to cancel then technically you need to cancel. If you do you will be fined and a nasty auto review place on your listing (and the dates blocked). You should be able to call Airbnb and ask for a neutral no fault cancellation as the power company is beyond your control.

[Ruth413 · Accepted solution]

@Eddie-And-Michelle1   We have had this happen too.  I informed the guests that were due to stay straight away and offered them a choice of the following.

1.  A change of dates if they would prefer that.

2.  A full refund and I would contact Airbnb about it to try and get the fees refunded too.

As it turned out they weren't in the slightest bit bothered and decided that they would go out for breakfast on that day and spend the rest of the day exploring the area.  

So communicate as soon as you can and see what they come back with.