Hi, need feedback about guests and how to proceed with them. It is making me so stressed. Have an awkward situation. Started off well yesterday, the man seemed really nice (I only saw him).
This morning I had to have a plumber at my property, where I live, adjoining the Airbnb apartment, because I have had a slow dripping toilet that ruined my floor. The plumber accidentally did something with my toilet/plumbing which made the leak 1000% worse (from a dripping leak to a sudden gush) and suddenly the floor was 2 inches in water and he ran out saying he had to turn water off to house. This was only in my own part of the building, leak was not affecting guests. However, had he not turned the water off, the water would surely have spread and gone under locked door into the apartment. As soon as the plumber came back in after switched water off outside the house, my doorbell rings (next to apartment on Airbnb/shared building) not even a minute later. It’s the guest looking upset asking about water.
It all happened so fast so I just said the plumber had to shut off the water but it will be back on in 5minutes (even though I didn’t even know how long it was going to be at that point). In about 3- 4 minutes the plumber had the water on again. I went and apologised to the guest for the inconvenience, he looked a little annoyed.
I followed it up later with an Airbnb message apologising again for the inconvenience and that if I’d know in advance about plumbing problems/water off, I would have given them notice. He didn’t reply.
At 6.00pm, My daughter’s friend’s mum turns up to collect her daughter. While we’re chatting and her daughter is getting her stuff together, the guy turns up by my door looking REALLY angry. I said “oh, do you need to get out of the drive?”. He just didn’t say anything, just looked at me and turned around and walked to his car and slammed door. His wife looked through window also looking angry.
What should I do? They are still out but with a newborn I expect they’ll be back soon. Should I approach them on their return and say I noticed they looked very angry and explain again about this morning and about some parts of the premises being shared space (as that is clearly on my Airbnb page)?? Or should I leave it and either way they are sure to leave a negative review…? It’s making me feel sick to my stomach.