Apartment near the Beach

The guest complained of a rat infestation, and inability to cook as a result. This was immediately investigated by a certified pest control company, which submitted a report (Report submitted to VRBO and to the guest) that stated that no such infestation was evidenced.  During the investigation, the guests were in fact cooking on the same stove they said they could not use! They reported conversations that did not take place and shared pictures and video of a rat which were NOT on our property. One of my neighbours who is accustomed to pleasant interactions with guests, specifically complained about the level of music which was being played by these guests,  who refused to adjust the volume, and asked me not to accommodate them ever again. My community has been recognised by our guests as very welcoming and accommodating and  this represents a departure from custom. Further to this the guest were not clear during messaging dialogue as too who was staying and the details regarding check in , and the guest even in messaging presented as rude. (Which we have records of) From our reviews, you will be aware of the value we place on our guest experience and  quality of our accommodation.  If ever we fall short, every effort is made for dialogue and restitution.  However, in this case, we felt that there were significant underlying issues, not of our making, and beyond our capacity to address.