Unexpected pool breakdown - guest not happy

[Jackie101]

Hello all. I have a property with an outdoor pool, in my garden, which guests in the adjacent guest house can use. Last week I had a pool breakdown. I advised the incoming guest in advance of the problem. Engineers have been to assess and are returning today with parts and materials to fix it. I've had a couple of conversations with the guest since he arrived to keep him advised of progress. He has now written to me saying the pool is green (yes, I told him that before he arrived) and he is saying 'it hasn't been cleaned' (We can't clean it because the machine has broken down) He is asking for compensation. 

We had a face to face chat this morning - he doesn't seem to understand that there's nothing I can do until the machines are fixed. I asked him what he wanted, he hasn't answered me. My question, what would be reasonable 'compensation' should i decide to offer something. 

I would add it's at the very end of the season here, the pool is really cold and it would be a brave person who would want to be in it at these temperatures.. 

[Joan2709]

@Jackie101 

If you list the pool as an amenity and is not available to the guest, then Airbnb will usually refund the guest 30% off the nightly rate for every day the amenity is not available:

Refund Policy

https://www.airbnb.com/help/article/2868

Unless you indicated the pool is not available year round, it doesn't matter if it's cold or not and technically it would be available year round 24/7 to guests. You can indicate whether the pool is available year round and what hours it may be used in the amenities section. Your listing just says "shared pool":

[Guy991]

Hello @Jackie101 ,

You mentioned that you advised the guest in advance. How did the guest reply?

The real question you should ask yourself is whether your listing can handle another 1-star review.

Keep in mind that the guest will probably leave a low rating, and the excuse that it’s the end of the season will not be enough for Airbnb to remove it. These days, nothing is enough to remove a retaliatory review.

Now, taking these factors into account, what do you think you should do?

Many guests would be very disappointed if they booked a place expecting to use the pool and then found out there was none. They would feel they had wasted their holiday time and money when they could have chosen another place.

At this point, in my opinion, it’s not about compensating the guest for the pool. It’s about saving your listing.

[Jackie101]

Thank you.. Here's my message to him last week, and his reply to me. 

"I need to let you know that I’ve had a major Pool machine failure, which means that the pool has turned green! It’s not filtering. Engineers are coming on Monday but I fear it will be a few days before it’s back in action. Fortunately the sea is currently warmer than the pool and there’s plenty of it. I hope it won’t spoil your trip"

"That's a shame because I always like to start the day with a jump into the pool. But if it's only a few days...  Thanks anyway for the info and see you Tuesday." 

I'm not looking to make excuses. The filter broke, first time in 10 years I've had a breakdown. An unforeseen problem and dependent upon engineers to fix. They've reacted really quickly to get it repaired.. 

[Rebecca]

Hi @Jackie101 👋

Just tagging @Guy991 here so they receive a notification of your message. If you type "@" and then the username, this will tag the member that you're replying to. I hope this helps to keep the conversation flowing!

[Lorina14]

@Jackie101 

I agree with @Joan2709 and @Guy991. If it’s listed and doesn’t work, immediately take it off your listing (pics and categories) to avoid having to compensate the guest. I did this when our heated floors broke to avoid a bad review and a guest asking for compensation. Airbnb can compensate up to 30% for a listed amenity that is not available or provided. I have in the past compensated for a rogue fire detector going off (batteries died in the middle of the night) and some other things that were not directly our issue but the guest was bothered. Is it worth getting the extra money only to have your reviews tanked? It depends on the situation and guest and you. I apologize profusely (even if it was user error for something not working), aim to remedy the situation, offer an alternative or a thank you for understanding gift or compensation of some sort. 

Let us know how things fare for you. Wishing you the best! Most guests are understanding but a lot nowadays read Reddit threads and things on how to get a reduced night or free stay and work the system. It’s sad that this is now becoming more apparent with guests as I’ve seen hosts posting on the CC lately.