Very quiet garden house renovated to new near old village/port/beach chalets

WORST GUEST EVER SEEN!!! Please read all other appreciation first to get the real picture of the house! The house is cleaned prior to every guest arrival by an agency! We respond to every guest message as quick as possible. We have a concrete front entrance and front yard, which is regularly swept but certainly not wet mobbed. There is a wooden terrace and artificial green at the back yard of the house at the guest’s disposal. I assume that our agency is not washing and drying the vacuum cleaner container after every use and there might be some residuals of sand in the cleaning bucket as the house is near the beach. I explained the guest prior to their arrival that the WIFI is not properly working. But normally the agency can easily fix it and IT IS FOR FREE! But now let’s have some words on guest. She arrived so late that the agency could not do a proper hand over but could only leave the keys in a key safe. At her arrival she directly bombarded me with numerous complains e.g.: 1. There is no powder coffee machine. We have a Senseo and a Nespresso machine which we consider as sufficient. 2. There are no sheets. The guest has not booked any sheets even if it is clearly written in the description. Due to their late arrival the agency was closed but we managed to get clean sheets for the first night. The guest responded that this is an INSULT to her as the sheets were not ironed. … The day after we organized a proper hand over with the manager of the agency to solve all concerns of the guest. They received new ironed sheets (which we offered to them) and the WIFI issue was fixed. Apparently, there were no major findings. But the same evening I was again bombarded with complains of the guest. So, I asked her for a detailed description and pictures to give clear instruction to the agency. But she sent all her complains with pictures to VRBO instead. I asked here at least 5 times to provide me details and pictures, but I have not received anything until their departure. How can I fix it if she does not tell me what is wrong? We never had such an unpolite, rude and insulting guest before!

Bonjour, vous avez mis une note 3/5 et un bon commentaire. Pour que nous puissions nous améliorer, pouvez-vous nous dire ce qui n'allait pas? merci

Merci pour votre commentaire. C'est exactement ça, nous avons fait d'aménagement en pensant aux locataires et à nous même !