I am really sorry to read that you have not received the support you were expecting.
While I do apologize for the flat not being cool at your arrival, you also have to consider that you were visiting Rome in peak of the summer. In addition, you may also want to consider that there are guests who do not like AC and who find very uncomfortable arriving all sweating in a place and finding AC on -it has happened to me this summer-. This is to say that it is not always easy nor straightforward from an host perspective to know or anticipate what the next guest may prefer. Maybe I could have texted you before your arrival, sorry for not thinking about it. Having said this, I am surprised to hear that it took hours for the AC to cool down the temperature in the apartment, that seems a bit too extreme to me: the ACs are new and working really well and they normally cool down the temperature very quickly (by the way, you forgot the AC on before leaving the apartment, as well as some lights on, it was not ideal as you can imagine but it can happen).
Regarding the functioning of some of the items, I am sorry it took you some time to make them work but the instructions were there precisely to let people understand how they work. The whole Airbnb system works very differently from a hotel where you have a 24hour reception. I could not show you in person how the things worked because I work full time as it happens for most of the host on Airbnb. At the same time, you can’t deny that I have always been super responsive to your queries and messages and your problems or issues with the electrical items have always been sorted while I was on the phone. Perhaps I could have told Chiara to show you the functioning of the hub, my bad.
Finally, as far as I am concerned, It would have been easier and better if you had sent me the pictures of your passports within 24 hours of your arrival. You sent them to me only on Wednesday evening and because of that I could not comply with the Italian regulations in terms accommodation, which is not ideal.
Anyway, I am really sorry if your stay has not been as per your expectations, even if I cannot be always physically there for my guests, I always put a lot of efforts to ensure that everything goes well and that they can have a very comfortable stay. I am sorry this has not been the case for you. Maybe next time!
I wish you the very best for the prosecution of your trip in Italy!