I host a property in SWFL and I recently had a guest that stayed for 3 nights. I have a house guidebook that details all home instructions, and outlines the schedule for weekly maintenance visits (Pool cleaning, Yard Maintenance, etc.) There is not any type of maintenance that will show up that is not listed in the guidebook and that the guests have not been informed of prior to their stay.

Pool cleaning is on Fridays in the late morning / early afternoon. Guest calls me on Friday going Nuclear about the pool cleaning service coming and starts screaming at me saying "THIS IS SUPPOSED TO BE PRIVATE!!! YOU NEED TO ARRANGE YOUR MAINTENANCE SCHEDULE AROUND US AND NOT HAVE PEOPLE COME AND DISTURB YOUR GUESTS WHO ARE STAYING HERE!!! IT IS NOT NECESSARY FOR A RENTAL PROPERTY TO HAVE RECURRING MAINTENANCE!!!" <-- This is probably why (his thoughts on necessary recurring maintenance) the engine of his car sounded like it was about to explode.

In my 3 years of hosting, I have never had one person have an issue with this, but all of a sudden, this swamp dweller decides that even though it is listed in the house guidebook (which is sent to all guests upon reservation acceptance) that I need to organize the service companies to come around guest schedules which is practically impossible.

Guest then started demanding a full refund, and when we said "you can cancel your reservation and you will receive a refund for any remaining nights that get rebooked" he started finding the smallest issues to complain about and kept asking for refunds. Tiny discolorations in the carpet, unable to access the garage (listed that guests do not have access), pool heater disabled during summer (It's Florida and the pool is a steady 87-91 degrees during the summer), knives are too sharp and he cut himself while cooking dinner, irrigation system running at a time that is inconvenient for them, etc.. I was baffled at how much of a nightmare this guest was.

Airbnb refuses to see this review as retaliatory and will not remove it. Any suggestions on how I can approach them to get it removed?

Edit 1: Thank you everyone. In 3 years of hosting, this has never been an issue. 54 5-star reviews, a few 4-stars peppered in by those "Stay was fantastic, would stay here again" but don't understand the airbnb rating system, guest favorite, and super host, etc..

It never crossed my mind until now that I should disclose this in the listing as it has never been an issue before, but now that it has, I have learned my lesson and I am working on updating my listing description now. <3

Edit 2: Guests have 48 hours to cancel their reservation after booking, and the information about the maintenance visits is sent out to them within an hour of their reservation being confirmed. However, I am going to update the listing description to inform them before they make their reservation.