@Emilia466 "Bad" is a relative term. We try to be pretty neutral even in our bad reviews to prevent guests, who are basically strangers, going nuts in real life and to protect us from Airbnb's randomness.
I would say something like 'XX stayed for 2 days, she encountered several unusual difficulties with the space, which made her a stressful guest to host. She was not a great fit for our property and might be better suited to a place that has 24 hour staff.'
If you really want to ding her you could add in that she was somewhat combative or that she was high maintenance. I wouldn't get into the refund issue in her review.
Your response to her review, remember, is not about her, but about everyone reading it going forward. You want to be factual, unemotional and professional so anyone who reads her review+your response will feel confident in staying at your property.