Thanks so much Helen.
when I got there this morning she was already packed and had already booked alternate accommodation 2 blocks down.
we checked the jacuzzi at first I wasn’t sure but then I flipped a switch and all hunky dory.
She said that it took too long to heat up and that was inconvenient, even though on check in she was advised it took 2hrs at least and her response was “well I probably won’t be using it that much”.
then all of a sudden her cancellation reason was that it was the key reason why she booked the unit.
I definitely sense a simple “change of heart” but kindly and gracefully accepted her departure, gave her a lift to her new accommodation, and requested that she use the Airbnb platform to process her cancellation.
I called Airbnb this morning and they were very helpful. Although my cancellation policy is strict, they advised me that irrelevant of that, should a guest find that any amenity provided is faulty or missing, they are eligible for a full refund.
I’m sad to not have been able to save the booking but did everything I think was fair and necessary and accommodating, however it was clear she’d already made her decision before I even got there. Even after showing her it was working fine.
We certainly prefer happy grateful guests so it’s fine she chose to exit. However I’m now really confused about what to do about the “full refund” even though she offered to cover the first 3 nights as compensation for cancellation.
Gosh. I guess I’ll just wait for her to cancel officially on the app?? She’s not done that yet as far as I can see and so my calendar is also still blocked …. Eeeeek.