Classic Maine Coastline Estate

Having rented my home successfully and without issue for more than a decade, very rarely, we've had an extremely challenging guest, thankfully. Unfortunately, Rachel and her family proved to be extremely difficult. Early in her stay, she demanded a refund and threatened to leave a bad review if we did not provide one; we refused to provide a refund, so here is her bad review. As a guest, she was rude to staff, demanding, and even belligerent: her barrage of text messages and complaints began the moment she arrived on site and never stopped. We were extremely responsive and courteous (as we are with all our guests) nonetheless. During her 7-night stay, she demanded and received on-site service on 3 separate days from two different property managers, and as the owner, I even drove 2 hours on a Sunday to provide on-site service myself because she was so upset--in person, she refused to speak to me (in my own home!) She even obliquely threatened the risk of legal action, the basis for which we still do not understand. We provide instructions to all our guests about how to add water to the pool if it gets low during the hot summer months (very easy, hose and spigot are adjacent to the pool) and how to backwash the water filtration system (pushing two buttons) in case either needs maintenance during the heavy summer tenant use. No other tenants this summer struggled with these tasks. While Rachel wrote that she would be unlikely to return to the property, I can reassure her that she wouldn't be invited to return, either.