So we installed a new central AC system two years ago. I noticed in the last few weeks that the temperature in the unit was not reaching the set temperature. So the temperature was set by the guest for 71 and the temperature was 74, for example. There were no complaints. I just happened to notice this.
I called the AC company that installed it. They gave it a freon charge but also said that the system was reducing temperature by 14 or so degrees from outside, and that was pretty good. I called another AC company that said the system was wired with a âwhite wireâ that they found to be temperamental, and would recommend re-wiring the system, a two day job that would take weeks to get on calendar. I started that process.
Today, for the first time we have a guest saying that theyâd like it cooler. Outside was 92; inside 78. Tonight they are using fans in one of the three bedrooms that does not also have a ceiling fan. They are nice about it, but I surmise not delighted.
So, I ask this forum what I should do. As as aside, we are booked every day in July, most days in August. [Any turnover days are on weekend and HVAC will not work on weekend.]
- Current guest. Do I:
a) Offer a penalty-free cancelation?
b) Offer some kind of refund?
c) Other?
I am not concerned with the lost revenue but I wonder what realistic alternatives this group of six have? - Next Guest (also party of six) checks in Monday next week. The HVAC company can rewire next week but toward end of stay. Rewiring will cause loss of all AC for at least one day, likely two days. I donât know if the system will maintain its 14 degree cooling power between now and then, or after. That HVAC firm has offered one portable bedroom sized AC, but we have six people in three bedrooms.
a) What do I say to next guest?
b) Do I give them option not to allow repair? If so, I wouldnât want to give them any refund because I will then face this situation with every guest until Sept., potentially facing a series of bad reviews and refund requests.
It seems to me that I am best off either a): canceling the next guest and taking one âhitâ rather than taking hit from each guest through end of August, or â better â b) explaining situation to next guest, not giving them an option to say ânoâ to the repair, offering a free cancellation, and in alternative or in addition offering some kind of partial refund. The daily rate is $170 and with addâl guest fee $290/night. So, I could waive two days fees if the loss of AC is for two days. That seems more than fair to me, but guest might not care about the money much, just want the AC.
What do you think I should do:
A) Current Guest
B) Next Guest
I think I should (preliminary thinking):
A) Current Guest: Offer free cancellation for rest of stay. If AC situation continues Iâm not sure if I should offer more but I think I have to offer something.
B) Next Guest; Apprise situation; offer free cancellation and two free days while AC being repaired.