@Orla27 I see that you have 2 private room listings in your lovely home. It is unclear if you are also in the home at the same time or if you live elsewhere, but it is clear that this guest is sharing space with other people, possibly including yourself. I did notice that both your listings do not have a check out time posted, which I have in my rules. Perhaps you could correct that for the future.
As @Yadira22 suggests, you need to keep all communications on the Air BNB message system, summarizing any verbal communications systems. Also, it is very important that even if the guest treats you poorly, your communication is professional, short, to the point and firm. I see that your response to a rare negative review was to attack the guest (big mistake BTW) so it might be tempting to react to this rude guest in a similar matter. Air BNB will take the guest's side under those conditions.
What many of us have learned over the years with these type of entitled guests, is to appear sympathetic to the guest request while staying firm with whatever boundary or rule we need to enforce. Often, if a guest does not get what they want there is a negative review so as a host we need to respond to the review in a professional way that will not be off putting to future guests who are the audience of the response, not the guest who left the review.
