I will accept the suggestions, next time I will offer the towels and sops for the short stay guests. But not all she said is true, I need to explain something:
She made a 3 days reservation but the first day she couldn't make it so she feels that she spent 3 days fee for only 2 nights. But I reserved the rooms for 3 nights for her, even if the first night is vacant I still have expenses on it.
Most of my guests are from China and are long term rental for 2 months or longer, so they prepare their own towels and soap.Vivian said she has soap and her relatives can bring them towels, then i bring her everything,cups, coffee maker,and more toilet papers(there are toilet papers in the restroom but her mother ask for more as I didn't offer towels), I even went to buy them coffee and coffee mugs in the raining night at 9:30pm, but she is not thankful at all.
She didn't say anything bad until she check out she complain that I ask her son to sleep on a spring box, she used very rude words, she said her dog's bed is softer than mine which is definitely unacceptable! I explained that it's a hard mattress not a spring box, my guest from China like hard mattress so I have 2 soft beds with an extra hard one in case the necessary. She said I lie to her, I cheat her money, she don't want to see my pictures of the mattress or website of the mattress company. She complained to the bnb and ask for compensation.
What I want to say is: If the bed is too hard why don't you tell me the next day, I will try to exchange a soft one. If I don't change it you can complain me but you didn't maintain it when you were there. Is that all about the money issue?
By the way, when she check out, there are garbages in kitchen and bathrooms, vegetables chops in the bowls in kitchen, coffee and coffee grounds in the coffee maker. Most of my guests would do some basic cleaning or only throw out the garbages for me but she didn't.