What percentage of refund would you give a stay when your wifi wouldn't work

[Stafford-Hall-Rentals--LLC0]

We had a stay scheduled and complete their stay as well as added a few more days on, but our wifi wouldn't work.  We spent many hours with the help desk of our internet provider trying to get the wifi to work, but it is still down and the stay has since ended.  The guests stated that they were counting on the wifi working for the stay as they needed it for work.  What percentage of refund would you give back to stay for this issue?

I have updated the stay to not include wifi until it has been repaired.

[Zheng49]

I would give a full refund in this case, since they needed it for work. Well maybe 50%, since they added a few more days on. If WIFI was so necessary, they wouldn't have extended their stay imo. 

[Kia272]

@Zheng49  Full refund??? They still got a place to stay, presumably a bed, bathroom, kitchen, etc. AND they extended. 

Why on earth would you suggest s full refund? 

[Zheng49]

It depends on their line of work. For example, if they're a lawyer, and the lack of WIFI interferes with their work, and their hourly rate is like $300/hour then yea...

They could SUE you for damages far exceeding their reservation costs. 

But overall yea, for me, I would waver between 50% to 100% in this case, depending on the circumstances. 

Lack of WIFI is a serious screw up for me, since I care a lot about WIFI stability etc. I have invested in top of the line consumer router, and what is essentially the best internet plan here, and with all custom equipment (don't use any of the ISP's router/modem), just so this doesn't happen. 

[Kia272]

@Zheng49  It's pretty far-fetched that someone would SUE for such a thing. SUE for a missing amenity at an AirBnB? 

Internet is available in many places. And they extended their stay. But the idea that someone would SUE for such a thing is ridiculous. 

It would cost more to sue than get a refund. 

[Stafford-Hall-Rentals--LLC0]

I will say that yes, after the wifi was not working we offered a full refund if they wanted to find another airbnb, but they stayed longer and extended their stay.

[Mike-And-Jane0]

@Stafford-Hall-Rentals--LLC0 Has the guest asked for a refund?

[Stafford-Hall-Rentals--LLC0]

They've asked for a percentage.

I've also asked them what percentage they found fair.  I have not heard back yet.

[Joan2709]

@Stafford-Hall-Rentals--LLC0 

Airbnb sometimes mentions a 30% refund for every day an important amenity was not provided....

[Stafford-Hall-Rentals--LLC0]

Thank you Joan.  I have figured that percentage out for the stay.  They have agreed!  Thank you so much for your help!

[Paula]

Hi @Stafford-Hall-Rentals--LLC0, I am tagging @Joan2709 here so she receives a notification of your message. This way, we increase the chances of her getting back to us.

Quick tip: To tag someone, tap "@" and select the host's username from the dropdown menu 😊

[Lorina14]

@Stafford-Hall-Rentals--LLC0 

Airbnb can give up to 30% off per day when an amenity listed doesn’t work. You could opt to give more. I’ve circumvented a potential bad review by offering a discount before the guests contacted Airbnb (a smoke detector died and was beeping at 2am so they had to unplug and get a new battery - we had an extra battery in the space but they didn’t know about it). We called customer service to offer a discount and we offered 40% off one night as it interrupted their sleep with a small child. Airbnb told me that is very generous and depending on the circumstance can offer up to 30% off.