Guests are eligible for a refund depending on the severity of the issues they encounter during their stay. For instance, if essential amenities like a working toilet are unavailable, guests are entitled to a full refund for the remainder of their stay, and early check-out may need to be arranged if the situation cannot be resolved within a few hours. Similarly, if the property experiences extended periods without water or electricity, guests may qualify for a refund.
For smaller issues such as a lack of Wi-Fi, a flat daily discount is typically applied. In cases of more significant problems, such as a non-functional dishwasher for the entire stay, a percentage-based discount can be considered.
While every effort is made to avoid guest refunds, there are situations where refunds may be necessary and warranted. It's essential to note that for Airbnb bookings, guests have the option to submit a complaint and request a refund through Airbnb's platform. In such cases, Airbnb will conduct a thorough review of both parties' responses and make the final decision regarding what guests are entitled to. These decisions are typically considered final and can seldom be disputed.