Apartamento en los Dolomitas, meravillosas excursiones

Good morning, the guest most likely didn't read the website description and the arrival instructions carefully. The first clearly states the additional costs for final cleaning and linen rental, and it states that the towns with shops are Moena and Falcade, which are a 15-minute drive away. The second clearly describes how to reach and enter the apartment. The guests evidently didn't read the instructions, as they had to go to reception (usually closed this season) to gain entry (never happened before!!). The heating had already been turned on before their arrival, and to raise the temperature, all they need to do is turn a dial on the thermostat. The instructions regarding electricity use are merely precautionary measures, to avoid causing problems for the guest in the event of a power outage. We've hosted hundreds of guests, and these are the first to complain about the furnishings (the kitchen cabinets are 4 years old), mattresses, and pillows. Evidently, this type of guest is not suited to the type of vacation we offer, which is well described, and where they are fully catered for and do not need to carefully read the apartment description and the arrival and departure instructions.