Exclusive Gran Via-Callao-Sol. Conception et calme

This guest's behavior is unbelievable... It all started before his arrival. He called us, very agitated, because he couldn't find the accommodation. The guest speaks Portuguese, and we don't. We spoke to him in English, but he didn't understand us very well either. We told him we were sending him all the directions through the Vrbo chat and also via WhatsApp to the phone number he was calling us from (we checked that he had data since he was receiving all the notifications). Even so, he ignored us and asked us to resend everything in English instead of Portuguese (which we did). We sent him the apartment address, its location, the nearest parking (less than a minute away), and even recommendations for nearby restaurants and places, as he requested, but his only response was that the apartment was very far away (it's located right in the center of Madrid, and the problem is that he got lost). Later that same afternoon, he started calling us, behaving much worse than before, insulting us and being disrespectful because it was hot in the apartment. We asked him for a picture of the thermostat because the guest had changed the setting and turned on the heating. We gave him instructions on how to change it, but it must have been on in heating mode for hours. He kept calling us, shouting, insulting us... the situation was very unpleasant, so we told him that from then on, all communication would take place through the Vrbo chat so they would also have a record (it was already 11:00 PM on the first night). Vrbo agents contacted him, and the way he treated them was the same as he had treated us. Even so, we agreed that a technician would come to the apartment the next day to check the air conditioner. The technicians arrived at the apartment the next day, and at first, he wouldn't let them in, but he eventually relented and allowed them to enter. The technicians were surprised to find the apartment was "cold." They checked, and the air conditioning was working correctly; the apartment temperature was 22ºC. After this, Vrbo contacted the guest again, and they seemed to be calmer. What they don't mention is that from the very beginning, the guest only asked for money and for the reservation to be free... this type of guest unfortunately exists, and we certainly don't want them in our accommodations. They ONLY WANTED THE RESERVATION TO BE FREE SINCE THE AIR CONDITIONING WAS WORKING PROPERLY. Regarding the number of beds, they weren't misled either, as there are 3 double beds and a double sofa bed IN THE LIVING ROOM, NOT IN THE KITCHEN. Definitely an experience not to be repeated.