@Charles307 I have no idea how they could be surprised by Sox the Cat, as Sox is featured in not just one, but two of your photos.
(BTW, your place looks amazing.)
I'm not sure what advice to provide other than to be the same gracious host to this guest as you are to all of your other happy guests. You have a lot of satisfied customers who have left a lot of great reviews. These guests appreciate you and your listing. Clearly you are doing something right.
If *this* guest doesn't appreciate your hospitality, that doesn't mean you should change.
It just means this guest has a poopy attitude.
They aren't staying long, are they?