Post by High Priestess on May 30, 2016 17:18:51 GMT
Carlos shared on NHF Jan 2015
www.airbnb.com/groups/content/content-102314
Carlosa year ago
Spoke too soon
Everything has been going so smoothly with our first guests until just a little while ago. We had a power outage due to a bad rain storm and it has affected 93 homes besides ours. I heard the explosion! It was 5:20 AM and I immediately reported the outage to our electric co. They said 4-6 hours before it is restored! I sent my guest a text message and apologized for it being so early but wanted to inform them of the situation. I'm sure they are sleeping through this right now but when they awake to no power who knows. Has this ever happened to anyone else and if so, what did you do to compensate your guests if anything at all? I feel terrible this had happened and embarrassed even though it's beyond my control. I was thinking of buying my guests a Starbucks Gift Card for. $25 What do you think?
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Andrew
Andrewa year ago
One option you have is to use the Resolutions tool to offer a partial refund for the night(s) affected by the outage. A $25 credit would be more than adequate compensation there, especially considering that the guests were probably not awake for most of the outage.
A gift card is also a kind gesture, but only when you know the recipient's tastes and preferences well enough to be sure it's for something they'll really want. Maybe they don't like Starbucks...
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Nic and Rach
Nic and Racha year ago
It's totally not your fault and guests should understand that they are not being inconvenient by you. Just make sure they have flash lights ready I normally inform my guests about the " Just in case " situation. but a $ 25 gift card is a good gesture of compensation.
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Carlos
Carlosa year ago
Thank you for your suggestions! I just want to do the right thing would hate for this to be the cause of any negative feedback on behalf if the guest especially this being my first one! I will use the resolution tool and give them a $25 refund hopefully the power will be restored soon and it won't keep escalating in the customer experience dept.
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Carrie
Carriea year ago
Agree with using the resolution tool! Twice, I've had situations (construction, street repairs) that created loud noise late at night/early morning. I used the resolution tool to offer a discount - in the neighborhood of the amount you're suggesting, before the guest even checked out. Both times, the guests were very understanding & appreciative, and left good reviews not even mentioning the noise.
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Carlos
Carlosa year ago
That's great to hear! Thanks Carrie!
Carrie
Carriea year ago
ps: on the resolution tool, there's a space for a note. I wrote something to the effect of "I'm so sorry about all that noise last night. I try to provide my guests with a quiet & peaceful night's sleep, and am so sorry that I couldn't provide that for you last night..."
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Carlos
Carlosa year ago
Where do I find the resolution tool? I don't see it? Thank you again!!
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Carrie
Carriea year ago
Carlos, see if this link works for you. Otherwise, go to the "help center" and search "resolution tool." www.airbnb.com/help/article/767
Carlos
Carlosa year ago
Thank you it worked!!
Evelyn
Evelyna year ago
I had a gas leak in the house and the gas company shut my gas. Which meant beyond no cooking, no hot water. It was summer and I had enough hot water for one day. I had guest arriving plus a longish guest in my other listing. I spoke to all guests, offer to place the longish guest in a hotel and to cancel the reservation for the upcoming guest. No one took the offers but I refunded $50 to the guests. But I had the issue quasi fixed by the next morning. Well I had hot water, the leak took a month to fix.
Communicate with the guests and give them options, a gift card or a refund is always a good gesture.
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Carlos
Carlosa year ago
Thanks Evelyn!
Fleur, Dan and kids
Fleur, Dan and kidsa year ago
I've had a major storm and lost power for 40 hours but we compensated our guests by feeding them (had to cook the meat from freezer anyway). I've also had a major water leak and gave a free nights accomodation. Both these were not our fault either
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Tracy
Tracya year ago
I can't imagine a guest leaving a bad review over this but if they did you do have the opportunity to reply publicly and explain what you did to try to make it better for them.
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Deborah
www.airbnb.com/groups/content/content-102314
Carlosa year ago
Spoke too soon
Everything has been going so smoothly with our first guests until just a little while ago. We had a power outage due to a bad rain storm and it has affected 93 homes besides ours. I heard the explosion! It was 5:20 AM and I immediately reported the outage to our electric co. They said 4-6 hours before it is restored! I sent my guest a text message and apologized for it being so early but wanted to inform them of the situation. I'm sure they are sleeping through this right now but when they awake to no power who knows. Has this ever happened to anyone else and if so, what did you do to compensate your guests if anything at all? I feel terrible this had happened and embarrassed even though it's beyond my control. I was thinking of buying my guests a Starbucks Gift Card for. $25 What do you think?
9 comments
Follow
Like
Delete
Hide
Andrew
Andrewa year ago
One option you have is to use the Resolutions tool to offer a partial refund for the night(s) affected by the outage. A $25 credit would be more than adequate compensation there, especially considering that the guests were probably not awake for most of the outage.
A gift card is also a kind gesture, but only when you know the recipient's tastes and preferences well enough to be sure it's for something they'll really want. Maybe they don't like Starbucks...
Reply Like Delete
Nic and Rach
Nic and Racha year ago
It's totally not your fault and guests should understand that they are not being inconvenient by you. Just make sure they have flash lights ready I normally inform my guests about the " Just in case " situation. but a $ 25 gift card is a good gesture of compensation.
Reply Like Delete
Carlos
Carlosa year ago
Thank you for your suggestions! I just want to do the right thing would hate for this to be the cause of any negative feedback on behalf if the guest especially this being my first one! I will use the resolution tool and give them a $25 refund hopefully the power will be restored soon and it won't keep escalating in the customer experience dept.
Reply Like Delete
Carrie
Carriea year ago
Agree with using the resolution tool! Twice, I've had situations (construction, street repairs) that created loud noise late at night/early morning. I used the resolution tool to offer a discount - in the neighborhood of the amount you're suggesting, before the guest even checked out. Both times, the guests were very understanding & appreciative, and left good reviews not even mentioning the noise.
Reply Like 1 reply Delete
Carlos
Carlosa year ago
That's great to hear! Thanks Carrie!
Carrie
Carriea year ago
ps: on the resolution tool, there's a space for a note. I wrote something to the effect of "I'm so sorry about all that noise last night. I try to provide my guests with a quiet & peaceful night's sleep, and am so sorry that I couldn't provide that for you last night..."
Reply Like Delete
Carlos
Carlosa year ago
Where do I find the resolution tool? I don't see it? Thank you again!!
Reply Like 2 replies Delete
Carrie
Carriea year ago
Carlos, see if this link works for you. Otherwise, go to the "help center" and search "resolution tool." www.airbnb.com/help/article/767
Carlos
Carlosa year ago
Thank you it worked!!
Evelyn
Evelyna year ago
I had a gas leak in the house and the gas company shut my gas. Which meant beyond no cooking, no hot water. It was summer and I had enough hot water for one day. I had guest arriving plus a longish guest in my other listing. I spoke to all guests, offer to place the longish guest in a hotel and to cancel the reservation for the upcoming guest. No one took the offers but I refunded $50 to the guests. But I had the issue quasi fixed by the next morning. Well I had hot water, the leak took a month to fix.
Communicate with the guests and give them options, a gift card or a refund is always a good gesture.
Reply Like 1 reply Delete
Carlos
Carlosa year ago
Thanks Evelyn!
Fleur, Dan and kids
Fleur, Dan and kidsa year ago
I've had a major storm and lost power for 40 hours but we compensated our guests by feeding them (had to cook the meat from freezer anyway). I've also had a major water leak and gave a free nights accomodation. Both these were not our fault either
Reply Like Delete
Tracy
Tracya year ago
I can't imagine a guest leaving a bad review over this but if they did you do have the opportunity to reply publicly and explain what you did to try to make it better for them.
Reply Like Delete
Deborah