I have a guest staying with us for French Quarter festival in our newly renovated Airbnb. We had some plumbing issues and I had to check her in a few hours after she arrived and there was no hot water. I felt so bad I offered her a free nights’ stay ($169). She texted me last night and mentioned my long term tenant upstairs was making loud noise and she couldn’t sleep. She also said our walls were thin and she didn’t know how she was going to go through 3 more nights.
Since I can’t give her every night free and there’s absolutely no way she’s going to find something else cheaper in this area, I don’t know what to do other than address each of her problems. I called Airbnb to make sure I was handling the situation correctly and they said I was, but didn’t offer much advice. At this point I don’t know what to do to make her happy and turn her experience into a positive one. She is my first guest at this Airbnb (I have two on the same property) and I don’t want my first review to be a scathing one!
*Edit - we live in a noisy neighborhood which is disclosed in the listing. We also soundproofed the shared wall with the unit next door, but not the floor between upstairs and down stairs.