Hien arrived to our premise unhappy from the beginning because she wanted to book another unit on our premise, but it was already reserved, and had a plethora of complaints throughout her stay, as can be seen in her review. To address the guest’s comments: The A/C in her unit is a brand new LG a/c unit. Hien and her family had the a/c on "energy saver" mode throughout her trip, which causes the a/c to automatically turn off and turn on, i.e., energy saver. We attempted to remedy the situation as soon as possible and had even offered to install another brand new a/c, but Hien and her family declined. We also reached out to Hien to address the issue sooner, but she was unresponsive. Hien only messaged us after we were attempting to reach a resolution through Airbnb. I am unsure if there was miscommunication between Airbnb, myself, and Hien, as Airbnb acted as the mediator since Hien was unresponsive, but our understanding was that because Hien was not agreeing to any resolution, she requested to cancel on her second day and stated that she no longer wanted to stay on the premise. Additionally, as can be seen in our numerous reviews, we attempt to clean each room thoroughly and efficiently in order for it to be ready for each guest. We also have NEVER had an issue with insects in the bed or any bedbugs, and again, appears to have been another false complaint. Finally, we attempted to address the noise that was disturbing Hien, but again, because she did not communicate with us, it was difficult to resolve the issue.