My in-laws own a condo in Maui for which I handle the bookings and off-site management from California. We had a booking for 10 days. Midway through their stay, I received a phone call from our on-island manager stating that the guests reported that, after being out of the condo for a day, they returned to the condo to find water leaking heavily from the can lights in the kitchen over the sink from above.
I immediately called the association manager for the condo. He told me that he would look into this immediately. I asked him to call me back right away. He did not call me back that evening. I called him the following day to find out what had been going on. He told me that he did not have the time to call people back. Really?? I immediately called him back and left a voice mail message on his phone advising him that his actions were hightly unprofessional and requested that he call me back before the end of business that day. He finally called me back that evening while he was in the unit with the guests and a repairman and asked when I would like him to start working on replacing the drywall in the ceiling. Since we have several back to back listings, we agreed that he should begin right away.
He finished the work in approximately 3 days. I received a phone call from the guests on the last day requesting a refund of at least one night and possibly two for their inconvenience. They were unable to use the kitchen for several hours a day and they said that the repairman (who was hired by the association manager - not us) had said that he would come at noon one day and did not come until 3:00. They had left the unit before noon and when they returned at 3:00, he was just arriving.
I told the guest that I would personally refund them at least one night's stay (out of my own pocket) and try to get at least another night's refund from my in-laws. My inlaws are telling me that the guests need to write a letter to the association manager and request a refund. I don't quite understand that since they are paying my in-laws for the stay and not the association.
I would love any advice I could get from others regarding the suggested compensation to the guest and the association manager's responsibility to pay for the compensation. They are paying for the repair but are refusing to even speak to me.