Pool heater issue with current host - PLEASE HELP

[Claudia4175]

Hello guys! Happy New Year to all!

I currently have guests at the house (very demanding ones) and the pool heater unexpectedly stopped working. Despite our efforts to have it fixed, it needs a part replaced and it won't happen during their stay. They are extremely furious (understandable) and I don't know what else to do to make it up to them. They paid 4 days for the heater and it only worked yesterday. I processed a full refund but of course, they are not happy and I understand.

How have you handled this type of situations before?

[Alicia753]

Hi Claudia,

It looks like you began hosting last year, so navigating situations like this might be relatively new for you. You're taking the right steps by addressing the issue with the pool heater proactively.

Letting your guests know you understand how this impacts their experience—especially since the heated pool was likely a central feature of their booking—can make a big difference. A simple, sincere apology goes a long way in maintaining goodwill and fostering understanding.

In situations like these, Airbnb often mediates. Guests may receive a partial refund or assistance in rebooking if they choose not to continue with the reservation. The refund amount typically depends on the significance of the amenity. For a feature as pivotal as the heated pool, refunds can be up to 50% of the nightly rate.

If the guest opts to cancel, you can work with the Airbnb support team to modify the reservation and issue a refund accordingly. Once resolved, consider updating your listing to temporarily remove the heated pool as an amenity. This will help attract guests who are comfortable booking without it, ensuring your calendar remains open to new opportunities.

I hope this helps! 

Best regards,
Upfish Management