Background ~ Inquiry lands late this past Saturday/late night. I answer questions. Guest requests to book on Sunday for a stay to commence the next day. Also on Sunday, I send relevant info + schedule a phone call, as they are due to arrive Monday/yesterday. Meet them at the house, 'happily' answer even more questions. It is clear that the Primary Contact has not read a thing that I've sent to her.
Show them (a group of four, un-related adults, all 70-ish) how to operate the thermostat to regulate central A/C. Explain that I have two units on the 3rd floor to augment the A/C. These are not window units; rather, they are self-standing -- and -- any (lucid) user can regulate the actual cooling temperature. No one is paying attention.
I make it clear that I am available 24/7. "Please, call or text if you need anything," I implore.
Dilemma ~ Get a call this AM from the Primary Contact that they couldn't sleep last night because of oppressive heat. I apologize profusely, and ask what settings have been activated? PC doesn't know. I tell her that I will personally check, and that routine maintenance was just performed on all (not even three weeks ago) by my HVAC contractor. I also emphasize that I don't want them to be uncomfortable > how does she want to proceed?
(Side Note: Mine is a 3-story, circa 1860s townhome, that was fully restored + upgraded with new everything 11 years ago. Central air system was replaced two years ago. Routine maintenance is performed 2X annually; filters are replaced monthly. Local temps are mid-80s - mid 60s.)
PC informs me (via text) that they have opted to stay at a hotel for the duration of their stay, which was to conclude on Thursday. They don't want to risk another night of discomfort. She asks that I credit her cc as she now needs to pay for a hotel.
Questions ~ While I have a "no refunds" policy, I DO want to make this right. (And, frankly, be rid of this group. All lovely people, but ...) 1) How do I refund/credit for a payment that I've not yet rec'd from Vrbo/Yapstone? Cash flow is not the issue. (And this would not be an issue were I still able to utilize PayPal.) 2) Should I refund for the entirety of their stay?
Any thoughts appreciated! Never before have I had a 'dissatisfied' Guest. Nor such a 'sudden' one.
Meanwhile, I'm going to the house to make sure that everything is fully-operational. They are at an all-day sporting event; returning later to fetch their things.