Power outage

[Anushka23]

Our first ever guest and the power went out for 3 days (guest only just told me) and guest is now leaving a day early. The power was out due to wild storms that destroyed the power lines. I think a partial refund is necessary but not sure what is fair.

[Alicia753 · Accepted solution]

Hi @Anushka23  express your understanding of their situation and your willingness to find a fair solution (like a partial refund), I recommend doing this via the Airbnb messaging system to ensure there's a record of the conversation. 

Depending on the communication you have with your guest, you can determine and assess how significantly the power outage affected the guest's stay. Based on the impact and Airbnb policies, propose a refund amount you think is fair. This could be a percentage of the total cost or a specific amount for the days affected. Consider factors like the loss of amenities (like heating, cooling, refrigeration), and the proportion of the stay that was impacted.

Make sure to present your proposed refund to the guest and be open to negotiation. They may have a different view of what is fair. The goal is to reach a mutual agreement that acknowledges the inconvenience but also respects your position as a host. Hope this helps!

[Muslim4]

That's the factor that doesn't depend on you, however, I can also understand a guest point. Partial refund for that day seems to be reasonable. But what does your guest say? Does he insist on a refund?

[Gene1060]

Anushka23 -  I was in a very similar situation with my first guest!  My power outage, however, was due to a tripped circuit breaker, and only affected 2 of 3 bedrooms.  My heart literally dropped!!

I was able to report the outage to my guests on the morning prior to their arrival, and they Graciously said that they still wanted to come. We were able to provide a work-around with Heavy Duty Extension cords to provide power in those areas. Otherwise, they loved their stay.

My takeaway is to Communicate Early, and Often; Be Honest, Empathetic, and Transparent; and Follow up.  People, as we all, just want to feel appreciated. 

[Rebecca]

Hey @Anushka23, 

You've asked a very relevant question and I think you've got some really great answers from other Hosts. Have any of these supported you with resolving your query? 

If so, it'd be wonderful if you could mark it as a 'Best Answer' as this is the greatest way you can say 'thanks' for the support. 🤗