Response from Lisa And Dave:
We were very sorry to learn about the construction noise next door to our unit, and we completely understand that this was not a great experience for our Guest. As we only have a fixed week of use and no access to the unit beforehand, we were not aware of the situation. That said, we only learned of the problem from Nafisseh the following day after she had already stayed one night, and when we did we came over immediately to investigate. We agreed that the noise was excessive and despite a strict cancelation policy, we felt that it was only fair to release her from the rental. There was no construction noise issues on her first night, so she was offered a 75% refund if she preferred to leave, and we also tried desperately to find her another unit to relocate to at no extra cost, but had no luck.
Alternately, we offered her a 50% refund (less the Airnb fees we had already paid) for ALL five nights, including the first night that was without construction noise if she chose to stay, and further to that I told her that I would refund 100% of the remaining nights if she chose leave (Whistler has many hotels and lodging options outside of Airbnb). Again, we completely understand how inconvenient this was, but we felt our offer was more than fair. In the end, Nafisseh chose to stay, so I refunded her 50% of the entire stay and the cleaning fee, less the Airbnb Host fees we had already paid. This was exactly $400 dollars Canadian, not $300 as described above. As Nafisseh is from the United States the amount I sent would have been converted for her by Airbnb to US dollars on her end. Also for clarity, the total amount of $900 she mentioned above was our price in Canadian dollars, which is roughly $724 when converted to US dollars, so the amount that she received from us was in fact the 50% refund that I promised less our fees. I did suggest that perhaps Airbnb would refund their Guest fees under the circumstance and it wouldn't hurt to ask.
Although the construction noise from the adjacent unit was not something we had foreseen or had any control over, we do hope that Nafisseh understands how truly sorry we are for the inconvenience it caused her. With over 110 great reviews and a nearly 5 star rating, this was a very unique and unfortunate situation and definitely not the norm for us as Hosts. We do however feel that we handled fairly and compensated her appropriately.