I'm a bit torn on this one so I'm really hoping more experienced hosts can help me out!
Just for context, we're relatively new to airbnb but we've had 10 people stay so far and they have been really lovely! Some have been more work than others but it's been a good experience so far!
We had someone come and stay who hadn't used airbnb before and she had a lot of questions, one of the lights was flickering once she'd checked in (we have a lot of different lights though, so we apologised and said to use the second set of lights) and she had problems with the heating (she checked in about 9pm on Fri and my family sorted that out tho she called me and I felt very guilty I wasn't on site to help out!)
She then called me at 9am on Saturday to say the room wasn't hot enough (it's part of our house so on our houses system so we dropped off 2 oil radiators to keep her warm). She then called again because she couldn't stop the shower running (it has to be moved so the knob sits in the middle of two shower head options), and then she called a seperate time because she couldn't find sugar (we provide tea and coffee but we didn't put sugar, so I brought some from our house and gave it to her). She also said our shower should have a non splip mat in case of falls (we got her one).
She was worried about the heating being off when she came home so we said we could turn the portable radiators on before she came back to warm the space up and she sent us a reminder to do that two of the three nights she stayed.
I'm struggling a bit because some of these were our problems and hopefully problems we can avoid in future (I'll get the space a large electric heater with a timer so they can control their heat easily, and leave in one of the large heaters too maybe?). It's difficult with the central heating as it's connected to the mains and my parents do leave the heat down a bit (but it was also October in the UK!).
I'm not sure how to review her, and I don't know if I'm just being a bit precious but I feel like 3 calls and 3 seperate issues before 10am on a Saturday is a bit excessive? She was never rude but I felt like she was very dissatisfied with the place and the airbnb experience (she kind of commented to someone who visited in my earshot that she was impressed they found our house so easily, and she asked me if we were really new to this... this all sounds really small but it just felt like she was just always dissatisfied)
Some of this is stuff my family and I can work on and we will keep trying to improve the experience and get solutions that work for everyone, but I don't want to misrepresent her as a guest to other people? How would you leave a review, and am I just being a bit over sensitive? We live on site so we could help very quickly but I can imagine for hosts further away that could be difficult!