Dear Fellow Hosts,
I need your help, please. I have two apartments that I book via Airbnb. I have 90+% of 5 star stays. Most of my guests stay at least a week, and I prefer booking longer stays of 2+plus weeks. Due to the low season I decided to make an exception and allowed shorter bookings.
My current guests, a lovely couple from Europe, contacted me on Memorial Day about not having hot enough water; I was in a panic as I never had water temperature problems and drove quickly to the apartment whereupon I turned on the shower and was ecstatic when hot water came out. I asked the guests to test the water temperature and they insisted that it was not hot enough. On Tuesday morning I contacted a well known company to come to the apartment to check my water heater, etc. I met the two technicians at the apartment and they reported that there was nothing wrong with the water heater and tested the water temperature and confirmed that it was 104-105F which is standard for residential units and that there was no reason to replace the water heater; I paid $75 for the visit and reported the company’s feedback to the guests, explaining that even if I could make it hotter, I would be concerned to do so because I have lots of young children as guests. As a sign of good faith I reimbursed them for one night of their 4-night stay.
I’m really concerned about an unwarranted bad review – please see exchange of messages below and let me know your thoughts, please. Should I offer to reimburse the entire stay to avoid a bad review?Thank you.
Good morning X and Y,
Thank you for your message. I’m so sorry I was unable to satisfy you in terms of the water temperature. I’ve had guests from all over the world staying at the apartment and I never had any complaints about the temperature of the water; my husband and I have recently stayed at the apartment and showered several times and were happy with the water temperature.
Naturally, I want to satisfy my guests and I paid a company $75 to come check the equipment yesterday and the technicians found no problem.
As I mentioned, I will reimburse you for one night as a sign of good faith and to show you I truly care about the quality of your stay.
Have a wonderful day!
Today at 8:20 AM
Good evening !
Thank you for your follow up but we still find it a pity to have such almost cold water for our shower and bath. It just can’t be at 105 °F because we feel it directly colder than our body temperature. Maybe there is something with the thermostat. We’ve been renting Airbnb’s all over the States for seven years now and it’s the very first time we hear such thing about the risk for burnings. We’ve never experienced that water problem in other appartments nor in the hotels in which we stayed before coming to your place. Parents are aware enough to avoid their children to get burnt. Your place has everything we need and is very comfortable except for that water problem. We needed to make water boil several times to have an appropriate temperature.
Thank you for the tip for our boarding passes. We’ll do so. We’ll leave the apartment at about 9 o’clock on Thursday. It was a pleasure to meet you!