Townhome with Botanical Garden, Pond, Pool Access, Arcade, and Theater

We had the experience of hosting this group for a family gathering over Christmas. After day 3 of being unable to locate items on the property like trash bags and toilet paper, our Co-Host arrived to find them and give them the remaining amount left available for this group. Upon arrival, our Co-Host noticed an animal present on the property in the master bedroom double doors. This cutie was not mentioned to either the Owner or the Co-Host we have available prior to arriving. When a service charge of $100 was added to board him/her 3 nights into their 5 night stay, she stated it was service animal and has traveled without mentioning her to others before with no issues, being unwilling to pay. We happily accommodate service animals if made aware prior to arrival for our cleaners and upcoming guests safety, however no mention was made prior to finding/see the animal present inside. Up until this charge was sent, she claimed to have had a great time with her family at our home. The day before their check out, she claimed to have made a list of items she came up to be more than unhappy with and threatened to send it to support if we did not get more toilet paper and offer a partial refund. At that time, we had told her to add not enough toilet paper to the list of items she was unsatisfied with and that we would not be coming out to supply more and told her we are normally very eager to keep our guests stocked and happy, but not under threats and means of effecting our status with this app....the most absurd being not having the outdoor seasonal pool open when it’s in fact winterized for the year, gate locked and unable to be used from Oct-April and not allowing unmentioned animals on the property. The day after her stay she asked for a partial refund stating her stay was not what they expected and was now unhappy with the trip. The following morning, she filed a chargeback with her credit card company in the amount of almost 3/4 of her entire 5 night stay and now have a case filed against her to retrieve all but the $100 if the pet if she can provide the case with supporting evidence of a service animal. $2800 of her $4000 stay was withdrawn from our account for this incident. This has been a very long ordeal and will be ongoing for 4-6 weeks until it is resolved.