Norma did not stay at the home. She recieved a full refund. I believe she was looking for more than she wanted to pay for. We pride ourselves for creating a comfortable experience and providing a home that is budget friendly. Norma did not call us to let us know there was an issue with her preferences. She called Airbnb and reported anything she could possibly find that she could complain about. She even called the housing authority. Our home has been posted for two years and we have never had a guest with an experience like this. Her main concern was a few broken outlet covers on the plug-ins. The hot water wasn't on because the plumber forgot to turn on hot water tank. We were ready to accomodate her, her guests, and her dog for free. I really believe she was being completely unreasonable considering her reservation price and length of stay. We usually charge more; however we are offering a dicounted rate, since it is winter. I discourage having her as a guest unless you are renting the Taj Mahal.