North Naples two story Townhouse - 2 Bedrooms, 2.5 Baths with Loft

This guest was extremely difficult from the onset, after we granted a 4- hour early check-in. It's sad that this review never covered the unit, brand-new furnishings, beautiful features with lake view. This guest wasn’t there for seasonal vacation, but temp-housing. Guest confused operating TV, doors, keyless entry, gate, with little to no attempts working through learning curves. We didn't care to extend lease due to guest being difficult, hence delay responding to request. Prompt responses to relevant issues pertaining to unit. There was new keyless entry added to the front door and detailed instructions for the home on premise, emailed and in lease - GUEST did not refer to lease or instructions to work through learning curves. Decal for the gate, pool pass/visitor pass and keys placed in foyer upon arrival. The lease detailed instructions on registering guests/gate access, which guest never registered anyone. When guest arrived, I called to discuss the gate access and misc info was curtly told; not there for pleasure, but interim housing and no guests. Guest was given gate decal barcode providing personal vehicle entry and never reported issues. The gate issue occurred when guest failed to carry cell phone on 5th day of booking, taking an uber following an evening out; gate couldn't grant access without cell phone to call - guest cell was registered at kiosk. Simultaneously guest was locked out by their personal housekeeper earlier that day. Guest tore hole in screened lanai, to retrieve cell phone to call host at 10PM, 1/5 - we arrived within 20 min. Could have been avoided (1) by registering guest per lease (2) taken cell phone (3) Not left access to unit unattended 3rd party and kept track of keys. Two sets of keys left (1) foyer (2) Maintenance lockbox on door. Both sets of keys vanished; housekeeper likely pocketed. Locksets must now be replaced, due to unaccounted for keys. Internet is highest speed by CenturyLink, speed test upload 19.4-download 89.1. Per ISP-CenturyLink guest’s device likely the culprit with any issues. TV’s stream through internet, not possible without high speed. Guest logged out of streaming service several times, then demanded passwords. We’re attentive hosts with guest experience is #1, we have detailed emails/texts documenting communication. We’re asking all guests to see beyond this review, as evidenced in our rebuttal. We do appreciate that the unit was left clean and the guest followed all the departure instructions. Thank you.