I have a woman staying here who has been really messy, ignores house rules, managed to get blood over two white towels (no reason why, just left them on a dining room chair, I can't get the blood out despite bleach). I have said nothing for the sake of peace.
Tonight she said she was going to have her college daughter come around and hang out and watch movies on TV. By 10pm I sent a note saying, "I know you are having lovely mother/daughter time, and I realise you may have forgotten that there is a $50 fee for another guest sharing with you. Just a reminder that there is a cost if your daughter stays so there is no awkwardness tomorrow. Grateful if you could pay the $50 to Airbnb tonight or tomorrow."
She asked would that mean she and her daughter get breakfast tomorrow. (I make breakfasts) I said yes, but grateful if they could clear dishes and load dishwasher while I went to church.
A little later I went downstairs to switch off lights and she came storming down saying she would check out tomorrow if I demanded payment of the $50. I pointed out that the $50 fee is noted on the Airbnb site and I reminded her as I knew she had possibly forgotten. Lots of threats including saying she'd give me a terrible review - I am a superhost with consistent 5-star reviews. I said I regretted that and had treated her with kindness, including baking cookies for her daughter and her and leaving out snacks when she came in at night. But she was still very aggressive.
What does one do (a) in this situation and
(b) to prevent it in future?
Have others had this experience? I'd really appreciate your advice.