My Airbnb space is located at the far end of my home that I have separated off andprovided a private entrance and parking. However, it does share all utilities. When I had my tankless water heater installed a few years ago, the plumber left the water lines in a way that left them vulnerable to breaking. One had already done that and after a hasty repair, I had it supported with a little block of wood. I live out in a rural area and it's hard to get a plumber to come out here. Plus my Airbnb rental is almost fully booked leaving only the time from check out time, noon, and 3pm to do the work when there are no guests. I knew Rozy and her boyfriend were going to do the Zipline, so I scheduled that time for the plumber to do the repair. I have another business plus there is a lot of maintenance involved in living out here. I try to do things that involve noise and having to turn off utilities for when guests are away. I did think they had gone when I turned off the water. Rozy called and said she was there and the water was off, I was surprised and turned it back on. When they returned several hours later, we were almost done and had the water back on in less than half an hour. I told them they could use the toilet but not flush unless "necessary." We finished and water was on the rest of the day.
Next morning, I discovered there was no hot water. I called the plumber and he came right over. I texted Rozy about the situation and asked her if they needed to shower. Her response did not come thru until much later saying they did. I live in a hilly, rural area and internet can be very slow or unavilable. I check my phone regularly for Airbnb communications. The plumber initially had no idea of what was wrong. I had to go out but kept in phone communication with him. Rozy called asking when the hot water would be available... I felt so bad having to say I didn't know but it was being worked on. I asked if she needed to shower as I still hadn't received the response from my earlier text. She didn't respond as tho that was very important, or that's what I took away from her words. Then she asked if they could stay later than checkout time. Here's where I goofed up.... I wasn't thinking that they wanted to stay until the repair was done so they could shower before they left. I thought they just wanted to hang out longer. I also thought the problem had been fixed by that time. It wasn't until I got home that I saw the plumber was still working on it and they had gone. I felt terrible! Turns out the plumber had switched the hot and cold lines the day before and it took awhile to realize that. When he did, he went over to apologize to Rozy and her boyfriend that it was his mistake.
I think the major issue here is about when to have repairs, maintenance or renovation done when guests booked. These things have to get done. I'm a single woman in my 60's and I do most everything myself but for plumbing and electrical, I have to get a professional. I was assured by the plumber that the repair wouldn't take that long. If the work would require days, then I would have to block those days from guests. The idea of not doing things while guests are out, is not workable in my situation. This was Rozy's first stay at an Airbnb according to her profile. I am sorry that she was so inconvenienced but was compensated for one of the two night, which I felt was fair.