Hi Dennis, everyone sees things from his point of view. Mine is the following:
1) the rules of the house clearly say that the Italian law does not allow temperatures above 20 degrees;
2) many days before your arrival I send you a message to remind you of this rule;
3) your answer was that you were aware of it;
4) just arrived, you asked to raise the temperature over 20 degrees;
5) I repeated to you the provisions of Italian law adding that, even if desired, I could not intervene on the heating system for which a technician in charge of maintenance is responsible;
6) I asked you to tell me if the thermometers dropped below 20 degrees explaining that only in that case I could call the technician, but no such report has ever come to me;
7) only in the feedback you state that, at night, the temperature dropped below 20 degrees, but the technician (I called) sends you to say that it is impossible because the thermostat works 24 hours a day.
The comparison with other guests of my other houses (just to say that I had not received complaints from them) may not have been appropriate. However, if you have the patience to look at our correspondence, you may perhaps realize that you were a particular guest from whom I received over 40 messages, even to ask me to get you the shampoo without sulfates! It had never happened to me before.
Regarding the check in, the English translation of the address is a choice of Airbnb. Since I know the problem, with a message sent the day before your arrival I was worried about giving you the address in Italian but also accurate directions that you did not take care to convey to your guests. Your check in lasted almost 4 hours during which my husband was available to you and your guests.
Despite all this, I had refrained from making negative reviews, but I have to react to yours for the good reputation of my home that I managed to achieve with so much work