Hi Wilburforce,
You sound like a kind and caring person. Just like I was when I started airbnb 
It’s a real pity, but lots of people will take advantage of you if you let them. There’s a word you’re going to have to learn how to get comfortable using, a lot. It’s NO.
I have a bit of advice. First of all, call airbnb, and let them know what kind of behavior you are dealing with, and how far you have already gone out of your way to accommodate these people. They are bullying you and making you uncomfortable, and this is not ok. In fact, airbnb should support you should you want to have them checked out early to stay elsewhere. My experience with these kinds of guests is that things can get worse, not better. You can do what most of us do, which is count down the time until they’re gone hoping they don’t damage anything (they will rack up your utility bill with that heater guarranteed). But make sure airbnb knows you are having trouble. This is because they WILL complain about you or leave a bad review, which after what you have been through is completely unfair. Airbnb should be able to remove the review or prevent it from happening.
Are you alone? Are you a female? When we have these kinds of guests, and I have done the introduction and comms, this is the point that ‘the man of the house’ makes his presence felt in a ‘hello pleased to meet you - you better not mess with me the way you’ve been messing with the Mrs kind of way.’ And pleasantly lays a few ground rules. This very often causes them to buck up their ideas a bit. It is absolutely amazing how people will take advantage of a woman, but will show respect to a man. Unbelievable turn around every time. if you haven’t got a man to do this (sad as it sounds), you will have to stiffen up and show the ‘tough love’ yourself.
While its always good form to have adequate heating and cooling, this doesn’t mean providing clothing. KonaC was correct, travelers are responsible for checking the weather. Please never give guests your clothes. You are not their mother. You will be lucky to get them back in the condition you gave them. Their mistake means they get to go and buy some new clothes, like all silly travelers that don’t check the weather. Would a hotel or resort ever provide clothing to a guest? Why on earth should you? You are not their friend, and I can assure you, you are not being treated as such, nor will they treat you as such when they take their leave. You will not be shown any appreciation, even after all the bending over backwards. Such is this kind of ‘I am the centre of the universe, I paid a paltry sum and now you are my servant’ kind of person.
Airbnb guests (or people in general) that don’t take responsibility for themselves, and think they can make others pay the price for their poor decision making are a dime a dozen unfortunately. A new skill we have to learn to survive without getting caught up in people’s escalating demands, is to politely turn things back on the person they belong. It takes some practice, but after a while you’ll spot these types from a mile off, and hopefully weed them out before they get to your door, and if not, you can politely let them know where they can go to get themselves sorted.
Time to stand up and let the girlfriend know that it was her own responsibility to pack wisely for her trip and stop the moaning, and take the boyfriend to task for making you responsible for their own bad choices. Let them know that their behavior is being reported to airbnb if they don’t tone it down. Share all comms with airbnb (this is why I do all my communicating through their message system - much easier to prove the malarkey that goes on when they do it right under Airbnb’s nose.
Now, here’s a few tips for the future so that you never have guests that feel they can push the envelope with you again. Because if they start realizing they can, they will. Despite what airbnb says, NEVER be flexible with your arrival time more than an hour, unless they are prepared to pay an extra half a day. After all, they are asking to use the room an extra half a day without paying, and you will have to have it ready that much further in advance, and as you noticed, rearrange your entire daily schedule. You chose a check in time based on a time that you can be there. Just stick to it by saying, in an email closer to guests arrival: 'check in is at … Please send me a message or text giving me an ETA when you know your arrival time so I can be there to greet you.
As for the suitcase carrying, in future if it’s a woman alone, I might offer to take one, but I offer in a really noncommittal ‘you don’t really want me to carry your suitcases as if I’m the bellboy?’ way. Something like ‘are you ok? Great’. ‘Oh, you don’t need help, cool!’. Because seriously folks, time to learn to pack appropriately for travel. I am NOT injuring my back for your disastrous packing job. At the most, I offer to carry up a large suitcase together, as in I take the top, you the bottom up the stairs kind of deal. For the ladies alone that have overpacked.
Work out what you are comfortable providing. For a short stay, make sure it doesn’t eat into your budget. I feel you went overboard with the provisions. Generosity is always nice, but you are not hosting your long lost family here - these are people that can sometimes be as awful as you are just beginning to find out. There are ways make your room welcoming without spending a fortune each time - and having to run to the store.
Hope this helps!
