I am new to Airbnb, but not to vacation renting. I have a guest who arrived New Years Eve night, an hour or two into their visit they complained about the toilet not draining. (Mind you I live an hour away from this property, through a major mountain pass) I informed her of where the plunger was and the issue was kept at bay. She asked if we would give her a discount and I of course was apologetic and said I had planned on it....this is my first Airbnb rental! No reviews yet! We had a major snow storm that was occurring at the time with the end being 2 days away. I spent hours and hours attempting to find a plumber to brave the weather. When one finally did, he said there were feminine products floating in the toilet, 3 teen women one older woman and a baby occupying my 1 bedroom condo with a pull out sofa, meant for 4 at most. They claimed to the plumber, it must have been the guest before, however I have not allowed anyone to occupy this property this summer in order to take some time off, it sat vacant most of the year until a regular guest who comes every year for 3 weeks was there in Sept/Oct, they are in their 60s and retirees who fish. No one else has been in the property. Now I have a bill for $169.00 and a guest who thinks she should be refunded a discount! What do we do?
