Unreasonable Guests

Hi all, I've been hosting a home for about 3-4 months, a home we bought specifically to use for Airbnb. We've had great guests thus far, positive reviews, some helpful feedback, etc. Our current guests (an elderly couple) booked 2 stays which cover the entire month of July (less 1 weekend that was already booked). The first stay was 11 days, the second stay 24ish days. They messaged me within the first day or so to say that the washer and dryer weren't working. I personally went to the home the same day and checked both; they were both perfectly functional (though they are older units so a little noisy). The guests were kind and appreciative when we chatted while I was checking the units. Since that day I checked the units, they've become, in my view, demanding. They've continued to complain that the washer doesn't work, they are complaining about bugs, threatened to cancel their booking, etc. Given that they are long-term guests I offered to purchase a new washer and send my bug guy out the next day. The guests accepted and I sent my bug guy the next day (only outside, the guests claimed a deathly allergy to bug-spray chemicals and didn't want them in the home). I was making plans to bring a new washer when the guests cancelled the 2nd (longer portion) of their stay. This morning, they text me (they have been texting instead of through the app) asking when the new washer will arrive. I informed them that since they've cancelled their extended stay, I've decided not to replace the washer since no one else has had issue and it was working when I came to check it. I also sent them $25 to cover any laundromat fees. The guests responded, "Don't bother!!!". Clearly, they are upset but I'm not sure what more I could do (short of buy a washer which I no longer this is necessary given that they cancelled the extended portion of their stay). Any suggestions on what I've done wrong or can improve on or is this a case of a difficult guest and I need to just accept that not every guest will be great? Thanks! @Andrew3796 I guess you can't please all the people all the time. The only thing I would do would be to change my cancellation policy so guests are locked in when they book! Hi all, I've been hosting a home for about 3-4 months, a home we bought specifically to use for Airbnb. We've had great guests thus far, positive reviews, some helpful feedback, etc. Our current guests (an elderly couple) booked 2 stays which cover the entire month of July (less 1 weekend that was already booked). The first stay was 11 days, the second stay 24ish days. They messaged me within the first day or so to say that the washer and dryer weren't working. I personally went to the home the same day and checked both; they were both perfectly functional (though they are older units so a little noisy). The guests were kind and appreciative when we chatted while I was checking the units. Since that day I checked the units, they've become, in my view, demanding. They've continued to complain that the washer doesn't work, they are complaining about bugs, threatened to cancel their booking, etc. Given that they are long-term guests I offered to purchase a new washer and send my bug guy out the next day. The guests accepted and I sent my bug guy the next day (only outside, the guests claimed a deathly allergy to bug-spray chemicals and didn't want them in the home). I was making plans to bring a new washer when the guests cancelled the 2nd (longer portion) of their stay. This morning, they text me (they have been texting instead of through the app) asking when the new washer will arrive. I informed them that since they've cancelled their extended stay, I've decided not to replace the washer since no one else has had issue and it was working when I came to check it. I also sent them $25 to cover any laundromat fees. The guests responded, "Don't bother!!!". Clearly, they are upset but I'm not sure what more I could do (short of buy a washer which I no longer this is necessary given that they cancelled the extended portion of their stay). Any suggestions on what I've done wrong or can improve on or is this a case of a difficult guest and I need to just accept that not every guest will be great? Thanks! @Andrew3796 I guess you can't please all the people all the time. The only thing I would do would be to change my cancellation policy so guests are locked in when they book! Self Checking Clarification Hi, I recently booked a listing that uses self-check-in, but... Latest reply Hi, I recently booked a listing that uses self-check-in, but I noticed they never change their passcodes. According to Airbnb... Latest reply Account Verified - Reservation keeps cancelling for not veri... Hello - Hopefully someone has a resolve because the Air BnB ... Latest reply Hello - Hopefully someone has a resolve because the Air BnB team has been useless in working towards a resolve. I've booked 3... Latest reply future guests are requesting to pay one week before instead ... how do I change a when a guest will pay for their already ma... Latest reply how do I change a when a guest will pay for their already made reservation? Latest reply why is my review not showing up? Hi! we just had a terrible airbnb experice & I wrote a revie... Latest reply Hi! we just had a terrible airbnb experice & I wrote a review for the host. my review is not showing up on his page & ALL of ... Latest reply Hey everyone, quick question for anyone who’s traveled with ... I’m booking an Airbnb for a short trip and really want to br... Latest reply I’m booking an Airbnb for a short trip and really want to bring my dog with me. He’s a big guy almost 85 lbs, super gentle, a... Latest reply Netflix access We are currently travelling in Italy and most of our places ... Latest reply We are currently travelling in Italy and most of our places state that there is access to Netflix but there is no home accoun... Latest reply Self Checking Clarification Hi, I recently booked a listing that uses self-check-in, but... Latest reply Hi, I recently booked a listing that uses self-check-in, but I noticed they never change their passcodes. According to Airbnb... Latest reply Account Verified - Reservation keeps cancelling for not veri... Hello - Hopefully someone has a resolve because the Air BnB ... Latest reply Hello - Hopefully someone has a resolve because the Air BnB team has been useless in working towards a resolve. I've booked 3... Latest reply future guests are requesting to pay one week before instead ... how do I change a when a guest will pay for their already ma... Latest reply how do I change a when a guest will pay for their already made reservation? Latest reply why is my review not showing up? Hi! we just had a terrible airbnb experice & I wrote a revie... Latest reply Hi! we just had a terrible airbnb experice & I wrote a review for the host. my review is not showing up on his page & ALL of ... Latest reply Hey everyone, quick question for anyone who’s traveled with ... I’m booking an Airbnb for a short trip and really want to br... Latest reply I’m booking an Airbnb for a short trip and really want to bring my dog with me. He’s a big guy almost 85 lbs, super gentle, a... Latest reply Netflix access We are currently travelling in Italy and most of our places ... Latest reply We are currently travelling in Italy and most of our places state that there is access to Netflix but there is no home accoun... Latest reply Self Checking Clarification Hi, I recently booked a listing that uses self-check-in, but... Latest reply Hi, I recently booked a listing that uses self-check-in, but I noticed they never change their passcodes. According to Airbnb... Latest reply Account Verified - Reservation keeps cancelling for not veri... Hello - Hopefully someone has a resolve because the Air BnB ... Latest reply Hello - Hopefully someone has a resolve because the Air BnB team has been useless in working towards a resolve. I've booked 3... Latest reply