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Overall everything was fine with Hannah as a guest. The place was in order when we got it back and she observed the house rules. The problem came during her check in. Due to circumstances out of our control the room was not yet clean when she arrived. We promptly resolved the situation for Hannah within 15 minutes of being informed. We sincerely apologized and she spent the night as planned. After check out Hannah demanded either a full or "at lease" partial refund due to the inconvenience. She had refused an offer for a free drink due to her schedule and we would have loved to make it up to her by giving her 50% off a future stay. She also refused this offer and went on to say that if we didn't refund her then she would have no choice but to leave a "mediocre" review. It was actually one of the longest and worst reviews I've ever had. Although I would have liked to fix this and avoid the bad review, I refuse to believe that a 15 minute delay ruined her entire trip or entitles her to a full or partial refund. As Airbnb hosts we all know we are not hotels, or big corporations and try to do our best to please our guests. Some people try to take advantage of that kindness and I've come to accept that you can please everyone. If hosting to Hannah would be wise to explain your refund policy ahead of time to avoid this issue later.