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[kss8888]

An older couple checked in for a 4-night stay, in town for a funeral. The first night, they go to take a shower and the handle comes off as they're pulling the shower lever, shooting water out of the pipe into the tub. This is something that we paid to have fixed a few weeks ago (not well, apparently), and had survived two other guests.

So I go over and attempt (unsuccessfully) to fix myself. We ultimately got a plumber over and had it "fixed" within maybe an hour and a half. The plumber had to just "cap" the bath faucet temporarily, which means only the shower would work. They said this was fine as they only take showers anyway.

We are essentially brand-new hosts, with no reviews yet. So I am considering refunding them for the first night as a courtesy and to hopefully avoid a poor review. Does this seem justified? And if so, how would I go about refunding them? For a 4-night stay, do I literally just divide their (full) payment by four and then send it to them through the app before they check-out?

[nvoi65]

I wouldn’t preemptively refund anything if they truly seemed unbothered. I would send them something nice as a goodwill gesture. I try to imagine myself at a hotel with the same issue. If I think the hotel owes me something after an issue then that’s when I’d preemptively refund.

[propeciaplayer]

I wouldn’t refund anything. Things happen and you had it fixed very fast.

[easyguy]

I would generally agree with the above responses of no refund but as you are a brand new host you need to make sure your first few reviews do not set you up for failure. You didn't mention the demeanor of the guests .. did they make a big fuss? Are you able to see what kind of reviews they left prior guests? If I were you I would just send them a flat courtesy refund / "payment" of $ 50 / $100 depending on what is appropriate for your pricepoint.