Wow, I cannot believe people can be so unfair and dishonest. I have a friend whose ex-wife was the same way and she would almost never pay for any hotels or restaurant bills as she would make up problems and escalate them to the point that the hotels or airbnb hosts would just refund her for her stay. When Laura brought up the electricity issues to my attention I immediately summoned my property manager and an electrician to the property. Of course, they came announced and with a proper notice to the guests. No issues have been found (I had to pay the service call fee). I asked the electrician to turn off all power to the pool and spa just to make the guests comfortable and not because we had any issues. A couple of days after the guests left they wrote me a note asking for 50% off their stay as the house was "unsafe". They refused to give me any documentation such as medical bills, pictures, anything to support their claim. They got airbnb involved and the "customer is always right" policy kicked in. In this case airbnb paid a part of refund and I had no choice but to pay a part as well.
From my previous reviews on this property and the other vacation rentals I own and manage one can tell how responsive and on task I am should any issues come up. I have great cleaning crew that makes my properties spotless. I have received raving reviews from the guests who stayed just before Laura's stay and a couple of days after Laura's departure. I hope that my future guests will understand that there are always two sides of the story.
And, by the way, there is a spa at the property. It is featured in several pictures. I am not sure how Laura did not notice it as it is attached to the swimming pool where she had difficulties. Also, the pool was heated during the whole Laura's stay. And lastly, what I don't understand is that if all were true and correct would anyone stay in the house this "dangerous" for full 4 nights? I know I would have checked out right away. You don't eat your meal and then ask for a refund, or you don't take advantage of someone by using their property and then get a refund. This is just wrong.
I have great relationship with my guests and I love being a host. Just hope Laura doesn't take advantage of other hosts like myself and that airbnb puts her on notice.