Our guests locked themselves out of our property at midnight and were not able to reach us as we were asleep. I usually have my ringer ON but this is a highly unusual week; my mother passed away and I haven’t been sleeping at all. I’ve been in desperate need of a good night’s sleep. Anyway, they contacted Airbnb support who found them a hotel at $300+ per room. I’m not sure yet how many rooms they needed for their group.
Question: do we reimburse them for the hotel expense? Give them a night free ($550) for the trouble? Refund a set amount as a nice gesture?
They are an incredibly sweet, mature group of young co-eds. They are here for an executive leadership team retreat as a part of their college organization. They are very understanding but we want to do the right thing.