Q: I have a question. We own a beach house in Blue Mountain Beach, Florida. It was apparently hit by lightening yesterday. It knocked out the electricity, phones, and cable. Once the electricity came back on, there were several televisions that didn't work, one a/c unit that didn't work, and no phones or cable. Plus there were a few electrical outlets that didn't work (so...the lamps didn't work, but there was overhead lighting). By this afternoon, we have the a/c working, and electrical repaired, but not the phones or cable. The cable should be fixed by tomorrow.   

My question is whether I should offer a partial refund. The cost for the week was $4,000 (plus tax and cleaning fees). The renters have not asked for a refund, but they have voiced their disappointment in there being no cable, and having one of the bedrooms "HOT" last night without a/c. The other 4 bedrooms were OK. The a/c was fixed within about 18 hours. We tried, but were unable to get anyone out to the house last night to fix it.   

I am thinking about giving them a partial refund, but don't know if I should wait and see if they ask, or just go ahead and do it. Also, I have no idea how much to refund if I do so.  

A: That's a tough one. I actually had the same thing happen to one of my cabins. For the most part, people do understand when “acts of god” happen. And as you know there are no hard and fast “rules” that you are obligated to follow.   

As long as you are actively trying to get everything fixed, I think they might appreciate a gift certificate to a restaurant. That might be a nice gesture.    Don't forget to document everything that was damaged and call your insurance company. If you have loss of rent insurance, you can also file that and give your renters whatever you receive from your insurance company.