How to handle emergency situations with tenants (AC issues)

[Yuvaraj Vimawala]

Hi fellow landlords,

This year I have been particularly lucky to have 3 AC units blow up and 2 properties have flooding due to sewage back up in my properties (all SFRs). I wanted to ask the experts here if there is a playbook for handling tenants' situation when say an AC goes out after hours on weekdays or weekends. I have a property manager, but AC issues are particularly flexing as most service providers only want to replace and it is costly ($3k-$6k depending on the issue. I have a property manager but have to handle some of the AC issues myself as they are expensive and sensitive. It takes at least 2-3 days to get multiple quotes and get the AC repaired. Similar in case of a sewage back up too. 

Do you let the tenants suffer in 95-100F heat in Texas? (potential lawsuit?)

Do you offer them hotel stay? (again expensive as pets and multiple people/rooms involved)  

Do you ask them to file a claim on their rental insurance for meals/stay? (some have said its not covered) 

Do you offer them rent refund for the days they couldnt sleep at the property? 

Mainly, how do I set expectations that the issue cant be resolved in the same day ? 

Thanks in advance