12-31-2025, 08:40 AM
Our current guests have been at our place for 3 days and are about halfway through their stay. They messaged yesterday to request a partial refund, complaining of no hot water. Normally we live at the property in a separate suite but are traveling for the holidays so paid emergency call-out fees for a handyman to run over and check the hot water heaters. Both tanks are fine and sinks and showers in both units had hot water.
After clarifying with the guest, she said yes, they have had hot water but have been running out. It turns out they have been allowing their grandkids to shower there after winter activities. Our place is a 2-person max occupancy and we don’t mind them having visitors, but our amenities are not meant to support more than two people.
The guests said they think a 25% refund is fair. We said no, they’re threatening to contact Airbnb and request the maximum they might be entitled to. Does anyone have a sense of if airbnb will side with the guests here? Would you offer a small refund to try to keep the peace? 25% seems like a lot. Am I being unreasonable?
We have two 80G tanks installed in 2022 and normally, it’s more than fine for 2 guests and ourselves (2 occupants), plus on the rare occasion when we’ve had family staying with us, up to 4 occupants, so 6 people total. When the tanks run dry, it takes 30-40 minutes for them to refill, especially in the wintertime when the water coming into the property is very cold.
After clarifying with the guest, she said yes, they have had hot water but have been running out. It turns out they have been allowing their grandkids to shower there after winter activities. Our place is a 2-person max occupancy and we don’t mind them having visitors, but our amenities are not meant to support more than two people.
The guests said they think a 25% refund is fair. We said no, they’re threatening to contact Airbnb and request the maximum they might be entitled to. Does anyone have a sense of if airbnb will side with the guests here? Would you offer a small refund to try to keep the peace? 25% seems like a lot. Am I being unreasonable?
We have two 80G tanks installed in 2022 and normally, it’s more than fine for 2 guests and ourselves (2 occupants), plus on the rare occasion when we’ve had family staying with us, up to 4 occupants, so 6 people total. When the tanks run dry, it takes 30-40 minutes for them to refill, especially in the wintertime when the water coming into the property is very cold.
