What is an Appropriate refund for non-functioning AC?

[Eric-and-Tina0]

We have guests staying at our second home in Todos Santos, Mexico. They seem to be happy with everything but they informed us that the AC is not working and that they expect a partial refund if it can’t be fixed. We are not there right now but had our friend check on it and we won’t be able to get it fixed during their stay. Things take time in Mexico (which is something we explain in our description), also there are a couple of holidays coming up this week as well. 

The only place we have AC is the bedroom. The living room, kitchen and bathrooms are never air conditioned.

Fortunately temperatures in the next few days are reasonable for the area and season (between mid 60’s at night and upper 80’s during the day.) The guests who were there last week didn’t even notice it wasn't working, because they didn’t need it. Since the AC is only in the bedroom anyway we feel that a relatively small portion of their stay is impacted by this. 

We understand that we do mention the AC in the bedroom as a feature and are willing to give a refund, since it is not working. What we are not clear on is how much a refund should be. Suggestions?

Thank you.

[Bruna-and-Siana0]

Hi @Eric-and-Tina0,

Maybe you should provide an alternative solution, can you have your friend buy a fan and give it to them? In my experience guest appreciate those kind of gestures. If they see you care, they will be more understanding.  I would still issue a refund (10 or 20%? depends how much you are chargin, you are still saving on utilities not having the AC). Sometimes things don't go as expected and taking a loss this time might be a better option that unhappy guests and potentially a bad review. 

[Eric-and-Tina0]

Hi Bruna and Siana,

Thank you for your suggestions!

[Zappa0]

Maybe 25% off or offer a full refund of days not stayed to find another place. 

I live in Florida and for some guests particularly from up north they cannot handle heat. Ac is a huge thing..like not having electricity or something. 

But things happen, so they also need to understand that...

[Inna22 · Accepted solution]

@Eric-and-Tina0

As a host I totally feel for you. Suggest 20% off and see how they react. As a guest, bedroom is the only place AC matters. No AC=sleepless nights for me and my family so I would not discount how important it maybe to someone

[Willow3]

Add me to the "can't sleep when it's too warm" column.  And I melt at 65*.  We can't know how others perceive the ambiant temperature.  A fan would probably be OK for me if the nights are in the low to mid 60s - I'd start there by asking them.  

[Coln0]

I can recall that I refund 25% due to 1 faulty AC in the room, while the room has 2 AC, but we are really a hot country for the entire day.

[Sarah977]

@Eric-and-Tina0   Just a heads-up. You do know how electric bills are calculated in Mexico, yes? There's three tiers- the first 2 receive a govt. subsidy, so it's not at all expensive, but if you get into the DAC rate, it skyrockets because the subsidy is not applied. AC sucks it up big time. And once you get into that rate, it stays at that rate for the next 6 months, even if the consumption goes way down. Fine when you're there, but guests are notorious for leaving the AC on high, windows open, and then going out for the day.

I realize bookings would tank if you didn't offer AC, and maybe you're on solar, in which case, it's a moot point.

[Sarah977]

P.S. Your place looks great. My daughter and family live in Todos Santos, been there many times.

[Eric-and-Tina0]

Thank you and thank you for the heads up! So far we haven't had any issues with guests using the AC excessively, but that is good to know. These guests now realized that they actually don't need the AC. Still asking for a refund. 🙂 Which we are giving, of course. 

[Fred13]

@Sarah977 I see you are by the coast, during summer A/C is a must?

[Sarah977]

@Fred13   It's definitely really hot and humid here from about the end of May to mid-Oct and most Americans and Canadians are of the opinion that AC is essential in order to survive. But if that were the case, all the Mexicans would be dead by now 🙂 And a majority of foreigners who have homes here escape for those hot months, so they don't understand that once the rains kick in, it cools things down considerably- June and Oct. are actually the hottest- just before the rainy season starts, and just after it ends, when it's just hot and humid with no relief.

I don't have any AC, I actually don't like it and think air conditioning units are really ugly. I have really good ceiling fans and several stand fans and that works for me, plus about 5 quick, cool showers a day. But I do enjoy the AC in the car on those hour long trips to Puerto Vallarta.

My electric bills run about $5/month. If I had AC in even one bedroom, it would probably jump to about $300 unless I put in solar.

[Fred13]

Exactly the reality here. If you 'must' have A/C be ready with the $300 or so a month. it is indeed amazing how fans make a world of difference.

[Cormac0]

@Eric & Tina

It should be working before you except Guests, especially when you specifically mention it as a feature.

My advice is to be generous in your refund as the last thing you want to do, is add insult to injury.

In a broader sense this is opening a pandora's box of potential issues with Guest's for example

"the bed is to hard/soft I could not sleep, I think I'm due a refund"

"The Wi-Fi speeds are too slow for my work requirement, I think I'm due a refund"

I have read in these blogs of Guests who have left the air-conditioning units on and the windows open.

Do hosts get a refund from the Guest, no we suck it up.

.

[Eric-and-Tina0]

No pandora's box, please. Thank you. 🙂