Response from Justin:
Carol stayed the full two nights she reserved with me, even though she could have left and got a full refund from Airbnb if she would have contacted them within 24 hours after checking in saying she was not pleased with the accommodations and her stay. Additionally, if she would have let me know about any of the issues she was not pleased with, I would have have taken immediate action to provide her with an additional bottle of water, purchased and washed a new towel, change the kitty litter that was new/clean litter the day she checked in, ironed her duvet, encouraged her to leave the lights turned on in her bedroom, bathroom, the laundry room leading into the garage and the garage when she left during the day so these lights were on when she returned that evening and taken whatever other steps I could to try to provide her with a more pleasurable experience. However, Carol did not communicate anything to me about the accommodations or her stay until four days after she checked out (by that point in time I had already left her a positive review). The same day she informed me about her negative experience staying with us, I sincerely apologized and provided her with a full refund.
I am new to Airbnb and the three other guests who stayed with me who provided reviews left positive reviews. One of these guests providing a positive review checked in the same day Carol checked out. Since these three guests left positive reviews, I was surprised to receive Carol's list of complaints four days after she checked out. The only issue I was aware of during her stay was that my then 1 year-old daughter opened the door to her room while I was getting ready. I immediately let Carol know about this, told her how horrible I felt about this happening and apologized. The same day Carol checked out, I placed locks on the doors to prevent this from happening in the future.
Contrary to her complaint, a bottle of water was provided to her in the refrigerator in her room.
Had she let me know during her two night stay about any of the complaints she had, I would have taken immediate action to provide her with an additional bottle of water, purchased and washed a new towel, change the kitty litter that was new/clean litter the day she checked in, ironed her duvet, encouraged her to leave the lights in her bedroom, bathroom, the laundry room leading into the garage and the garage on when she left during the day so these lights were on when she returned that evening, moved the lamp two feet so it was next to the bed, mowed the lawn that was mowed two weeks prior (common practice for the fall season) and taken whatever other steps I could to try to provide her with a more pleasurable experience. Since Carol let me know about the issues that would have provided her with a more pleasurable experience four days after checking out, the steps I have taken to meet these expectations since then, in addition to placing locks on the doors, include: purchasing new matching towels that are always freshly cleaned and dried, having two bottles of water in the refrigerator, making sure both garbage cans are emptied prior to guest check in, sweeping the two car garage's floor, better organized the one side of the garage that stores our lawn mower, sealed container with gas for the mower, bikes and tools, leaving the porch light on for guests, moving the lamp two feet so it is next to the bed and cleaning the areas she mentioned.
I welcome guests into my home and strive to welcome feedback from guests on what I can do to make their stay more pleasurable.