What if I can t provide WIFI as I promised?

[Serhat7]

Hi,

My internet connection became terrible recently and I got an email saying to have some patiance due to corona outbreak from my internet service provider. Due to corona pandemic ; everyone is home and internet connection is getting worse day by day. But I ve 2 guests at the moment and they re trapped here, they can t go to their country because the borders are closed. I really feel so bad for them but I also would like to know about my rights because my financial situation is not good at all and I m not ready for more expenses.

Thank you

[Mike-And-Jane0]

@Serhat7 

You don't appear to have a listing so its not clear how you can have guests unless they are not from Airbnb

[Serhat7]

I m asking behalf of my friend. He can t even connect to internet to ask this to community. Any answer would be appreciated.

[Serhat7]

Is there someone who can help us  with this pls?

[Sarah977 · Accepted solution]

@Serhat7  I'm not sure what your question is. If the internet service is slow or down due to server issues, there is nothing a host can do about that. Just let the guests know what the situation is, that it's totally out of the host's or anyone's control, be understanding that yes, it's a drag for everyone, hopefully the internet server will be able to get it running again soon, and that's all. These are not normal times and everyone needs to be understanding.

Maybe bring them some board games, magazines, and cards for entertainment if you have those kinds of things around and there are none in the guest unit (maintaining social distancing, of course), since they can't stream movies or anything. 

[Serhat7]

Dear Sarah,  I appreciate your help. Can guest cancel her reservation due to lackness of WIFI even if it s not something I can t fix?  @Sarah977 

[Sarah977]

@Serhat7  A guest can cancel their reservation anytime they want for whatever or no reason. They don't need your permission. But just becaue they cancel doesn't mean they'll be entitled toa refund. Where does she think she's going to get better Wifi if it's a server issue in the whole area?

[Serhat7]

Thank you once again @Sarah977 

[Alishay0]

To address your internet connection issues, consider reaching out to your internet service provider again and expressing your ongoing problems. While the pandemic has strained networks, you have the right to a reasonable service. Regarding your guests, stay updated on border policies and potential assistance for their situation. If you're worried about expenses, explore financial relief options available due to the pandemic. Keep communication open with both your ISP and relevant authorities to find suitable solutions