We have a listing in the forest/mountains. Due to wildfires in the past, the utility is on hair trigger alert to cut the power as a proactive measure to avoid said wildfires (and being sued). They don’t do it often, but it happens more than zero times per year. Please, let’s not discuss this practice/fact AT ALL.
We clearly mention in our listing details that power outages can (and do) occur in this area. We also specifically mention that outages are outside of the host’s control and are not grounds for a refund of any kind.
Currently there is a proactive outage in the area affecting about 1,000 homes. It could last another 36 hours.
We have a 3-day reservation impacted by the outage that checked in this afternoon. 6 guests, $2,400 booking. When they arrived, they got to enjoy the home for 3ish hours and everything was perfect. So they know the home is fantastic. Right around the dinner hour, the power went out. And it will likely be out for the whole night. ETA unknown. They are scheduled to stay through Saturday 11AM.
I realize that I’m asking this question right at the bleeding edge of what might end up being a long fiasco.
The guests are taking my encouragement in an OK way. We have lanterns at the ready, additional heavy blankets, warm comforters on the beds by default. The power went out “as we were cooking our dinner” so dinner was ruined. They have been placated enough to stay the night. This was a MAJOR win because for a moment there, it looked like they may go home straight away.
What do we do now? What’s the best way to encourage them to hang on? It’s up to me to give them anything (money). But should I? Keep in mind that as a guest, if I were in there position, I would expect nothing. What about their food and possible spoilage? It can’t be set outside overnight (33 temps, so it’s cold enough to keep it) because of local wildlife could get to it. I thought to encourage them to store it in their cars - but that’s more work, frustration. I just don’t want to go too far. . .
I want to be the best host I can be and make this the best experience it can be in this awful situation. The guest know this isn’t my fault, and have mentioned that at least once, but they are clearly frustrated. Guidance?