“Something is definitely burning,” I said. It was the unmistakable smell of burnt electrical components. Out went the lights. 

“Why is the air conditioning still on?” I wondered. I could see that the power was on outside, and this was just our problem.

I informed you in previous newsletters about our recent trip to Italy.

Through several stops, we used Airbnbs, sometimes an apartment, sometimes a home. We had tried it a couple of years ago in Spain and really enjoyed the experience, so we did some again in Italy.

We’ve learned a few things about international Airbnb use, and nearly all of them are positive. It allows for a highly unique experience, often right in the center of the action and not as sterile as a hotel room or suite.

One night around 11PM, we had just turned the television on in a main floor sitting area of our place in the walled city of Tuscania, Italy. Aperol spritz in hand, we were embracing our good fortune, enjoying a vacation, and looking forward to the wedding that brought us to this unique place. No sooner had I pressed the remote for satellite TV than I heard an unsettling crackling sound behind me. Next came the smell, then darkness, then the unmistakable faint blueish smoke. With the lights now out, it was not apparent what could possibly be burning.

I texted the owner on What’s App describing the conditions.

I knew at that hour it was unlikely they would see the message. After a few minutes of debate, I called the owner directly. Apologizing for the hour, I said, “We have an electrical problem and no power.” Not understanding my English, but knowing I was his renter, he said, “Write back to me and hang up.” 

I added some color to my prior What’s App text, and soon, the son, who spoke better English, chimed in on What’s App, asking if we smelled a burning smell. I said yes, and he immediately said, “We’d like to come over now.” “Of course, thank you.”

Next, the phone rang, and the son directed me to the electrical panel located in a utility closet that looked nothing like an electrical panel I’d seen before. One of the four breakers had tripped, and we were able to successfully reset it.

I thought, “Ok, the power is on, but we don’t know what caused this, and something may still be burning behind a wall.”

Within ten minutes, the owner and his son arrived at the house, tool bag in hand. After a quick assessment of appliances and lighting, they determined that a transformer powering decorative halogen lights had fried itself. It was behind a small wall panel behind the sitting area. They were able to quickly ensure that power to the faulty transformer was secured and the situation was safe for the night. They asked if they could return in the morning to replace the transformer. Again, “Of course, thank you,” was the only response. 

It was a little difficult to settle down after that. 

A few learning points to consider:

• At a hotel, we walk right by fire extinguishers prominently located in hallways or stairwells. Perhaps subconsciously, their location registers with us.
• Hotel emergency exits are clearly marked, and there is an expectation that periodically, the hotel staff has been instructed and tested with fire drills.
• When securing an Airbnb, fabulous pictures of the layout, décor, amenities, and nearby attractions carry the decision. Price may be a factor. Reviews influence the decision.
  • The location of the emergency gear isn’t on most people’s lists.
• I learned that Julie carries a portable CO alarm on trips, as she had previously learned that people die of asphyxiation in Airbnbs with gas or ventilation issues. Airbnbs are not subject to third-party inspections. Who knew?
• The customer service of the owners, in this case, was quite extraordinary. Understanding the urgency and importance of the matter—and recognizing that Airbnbs depend heavily on positive public reviews—they acted swiftly to address and resolve the issue.

I’d like to think I would have responded the same way if I were the owner renting out the property. Their responsiveness really resonated with me. 

Customer service can come in many forms.

This is an example of an excellent response to an unscripted event that I presume had never come up before for this owner. They likely did not have a checklist of what to do, yet they performed flawlessly. 

Their overarching objective was to protect the relationship. Their five-star review was well-earned. 

How responsive and adaptive are you and your team?