We had a situation where guests were here 8 nights. They booked a shuttle to our area, but did not book one back.
They had an early flight out and would have missed it if they tried to book another shuttle. We erroneously told them an earlier public bus was leaving the area, and it was the only way to make their flight.
Prior to leaving, the error was discovered, and we had to book them a private shuttle to the tune of $260. The $50/each shuttle MIGHT have gotten them to the airport in time.
They are asking for $160 reimbursement to cover the difference.
Ultimately, I am not a travel agent and these are adults who made no arrangements of their own. But, my error likely caused them an expensive solution.
The reimbursement they are asking for is a whopping 68% of what we earned for their stay.
These guests were treated extremely well - welcome snack, little snacks like ceviche and homemade cake, free beer, about a dozen phone calls to help them with tours, etc.