The Beach house in Pleasure Point Area

Unfortunately, Gary and his wife were not great guests. They booked our 2 bedroom 1 bathroom home for 10 days not realizing it was a 1 bathroom until just before their trip, because of their mistake they ended up booking their friends a hotel room as they were “all older and can not share a bathroom.” Gary called the 2nd day at the property to let me know of his mistake in which they asked for a discount since only 2 guests would be at the house instead of the intended 4. I let them know there was no price difference based on the number of people since the house is rented based on a 4 person occupancy. That is when his wife jumped on the phone and started tearing apart the house, telling me “the windows don’t open and she couldn’t see that in the pictures.” She then said the house was not up to code, she was uncomfortable, and wanted a refund for the last 3 days or a discount. She also let me know she would be leaving a bad review. I let her know our home was in fact up to code and permitted and all the windows worked. When I asked which window would not open, she stated “the kitchen window opens but won’t stay open”. I asked if she secured the latch and let her know I was happy to come over and show her how to open and latch the window. She then proclaimed,” It’s work to open the windows, not a vacation.” Our windows are standard windows. We tried to remedy her complaints as best we could, but the threats and harsh words were uncalled for. The way they chose to go about this situation was disheartening, we really do want our guests to have a good time on their vacation and feel comfortable in our home. I let them know our home was clearly advertised as a 1 bathroom and if they would like to cancel we would be happy to refund any dates that are rebooked. They chose to stay the full 10 days and did not respond to me any further or cancel. We host over 200 families a year with mostly 5 but a few 4 star reviews across several platforms. This is our first 1 star review here