Hi @Johanna-And-Paul0 So sorry you had such a difficult time with this guest.
On the one hand:
1. You are correct, if she was truly that unhappy and uncomfortable, why on earth did she stay, especially as you offered a refund so she could leave and stay elsewhere. Sounds like she was just trying to play you for a free stay.
2. She brought an unauthorized guest.
3. You do provide air conditioning and reasonable suggestions to keep the house cool, and cannot control the environment i.e. the heat wave, or wildlife.
On the other hand:
3. You say you mention wildlife/skunks but I can't see it anywhere in your listing or photos. It's possible she missed it, as I did. Regardless, if I were coming to your house, I might like to know that the skunk is currently being a real 'stinker' at least. Not sure that any compensation is due for that though.
The bunk bed mishap may warrant some compensation. Do you think that claim is legitimate or fabricated?
I would message her through Airbnb saying something like 'despite the fact that I offered to refund you so you could stay elsewhere, you chose to stay. Therefore, your claims of discomfort do lose their validity. In addition, I provide a working air conditioning unit and cannot control the outside environment, i.e. wildlife and heat waves. There is also the fact that you brought an unauthorized guest that put your group over our stated occupancy limits. Considering the above, I will authorize a refund, but only in the amount of 'x', for the bunk bed mishap.
Definitely write her a review. " 'X' brought an unauthorized guest that put their group over our occupancy limit. She complained of various discomforts but refused my offer of a refund so she could stay elsewhere. X stayed for the entire length of the reservation and then later demanded a full refund. I cannot recommend her".
You might add something to your house rules reiterating your occupancy limit, and state 'no unauthorized guests', and perhaps make it more obvious about the wildlife. And if you ever have a guest do something like this again, tell them you will issue a refund but they MUST leave immediately. Help them pack and hold the door open. No free stays at your house.