Water pipe

[Lisa1748]

We are scheduled for guests today. A water pipe has broken on our street. What should I do now? I don’t know when it will be fixed

[Mike-And-Jane0]

@Lisa1748 contact the guest and discuss the best way forward with them.

[Patricia2526 · Accepted solution]

Hi @Lisa1748 

If your town, city, or HOA has issued an official advisory about a broken water pipe or water supply disruption, make sure to keep a copy of the notice along with photos showing how it affects your property. You can submit these to Airbnb Customer Support and explain the situation. If they determine that your case qualifies under Airbnb’s Extenuating Circumstances policy, they may be able to cancel the reservation on your behalf without penalties. It’s always best to contact Support as soon as possible and provide as much documentation as you can.

[Shelley159]

Hi @Lisa1748 

How long does your local authority usually take to fix a water issue? 

I just let guests know and the fix is usually quick. If you have an official poster from the authority that you can forward as @Patricia2526 says, it's even clearer to the guest that it's temporary and not your fault

[Elisa]

Hi @Lisa1748 😊, 

Thank you for asking this here, and I'm sorry about it.

Based on the hosts' comments, how are you going to manage the situation?

Looking forward to hearing from you.