Hi Guys, new to the forum. I’ve been hosting since April and have achieved Super Host status. I’ve tried to be the best host I can be and have been able to get mostly 5 stars…all non 5 star reviews have been 4 star.
My current situation is, I have a family of 4 staying with me, on a week long trip. They arrived last Wednesday and leave tomorrow. They paid $1375 for the week.
On Thursday night I got a message asking me to look at the thermostat as the house was quite warm. With some fiddling I got it to go on and got the temperature down. Saturday night another message asking me to take a look. I wasn’t going to be home until late but I have access to the thermostat from my phone so I checked it and while it was set to 75, the inside temperature was 82.
I responded that I would change the filter the next day but if the problem persisted they should let me know so that I could call someone out to look at the AC.
Sunday night nothing from the guest…but Monday same complaint…thermostat was at 75 but the temp was 82. I had someone come out today (tuesday) and fix the AC unit, it ended up being a freon leak which cost about $1100 to fix.
I messaged the guest letting them know about the fix, and their response was that they were glad to know it had been fixed but the fix was somewhat futile as they were leaving tomorrow and they had been unable to get a good nights sleep for their entire vacation.
I’m wondering if I should offer them some sort of partial refund. On the one hand, I feel that I was active the entire time with regards to trying to get things working, and had someone come out as soon as I was sure the thing was broken. That said, while a broken AC unit isn’t something I can magically fix immediately, and isn’t something one can prepare for, I still feel like I didn’t give my guests the best experience.
I’m wondering what other hosts would do. Do you give them a partial refund? I’m thinking like $375 as a refund since they paid $1375. I don’t expect that even a partial refund will get me a 5 star review, but I feel like it would still be a show of good faith. What do you guys think?