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Yes, but one is an ongoing, weekly, static issue and one was an unfortunate incident.
One comes with a level of expectation that you can plan for and one does not at all.
If a horrific domestic situation happened next door to my listing, I too would offer some compensation. That is good customer service.
But do you think if you book a Vegas hotel on the Strip, they give you a refund because you dont like the sounds of casinos?
I’d gladly give them some wine on the day after but it was only a one night stay and its safe to say they wont return so I cant give them a free night either.
Anyway, UPDATE:
Review period has now ended and he didnt leave one. I had not responded to the 2nd message and just few hours ago he sent the request through the resolution centre. I have declined the request.
Sure…hotels have more margin and can afford comps. But the free night is brilliant!
Another poster, @Matthew_Haines posted about this “we are your business partner” hooey. It’s right there on my list next to “we wanted to reach out” and “curated” as least favorite corporate bs phrases.
I’m sure that after all business factors are considered like the fact that the guest was there all night, used the facilities and it had to be cleaned means that the 15 pounds is your absolute best offer.
I said Im ok with £20 and then asked them to call a previous guest who wanted to change the rating because they put overall 5* and then all the individuals 4* by accident. Lets see how my business partners will handle my request…
