Recently refurbished, five star facility

We were disappointed with our guest response to their stay. they were there for almost a month and never once did they reach out to our property manager regarding any of their concern, they let our property manager know there was a few issues at time of checkout, 1, the master bedroom door has swollen and was hard open & close, Punta. Cana has a lot of humidity and unfortunately, humidity can cause doors sometimes to swell. 2, Guest bathroom toilet valve was broken again. This is a simple fix once we know what’s going on. The guest never once reached out to regarding any of these issues, thy only stated that you would complain to Vrbo without ever giving us a chance to address any issues which is unfair, We can react within 24 hours to fix most issues. 3, I believe they were most upset about was paying for utilities, which is standard with most rental units in Punt Cana. They were advised about this prior to checking. Meter reading was taken at check-in final reading at checkout. however they complain that this is not fair and they felt they shouldn’t have to pay any additional cost for the usage of electricity. prior to arriving. They were advised to save energy consumption where possible to turn off the water heater when leaving the unit and maybe use the fans instead of the AC when possible. one of our busiest seasons this year with almost 87% occupancy our avg ratings was 4.5 to 5 star rating. They never gave us a chance to address any of their concerns.