Spectacular clifftop house with hot tub next to sandy beach, stunning sea views

We were only informed that this guest didnt have a passport on the actual day of arrival. We had been in communication several days previously about the requirements for entering the BVI including the necessity to complete the BVI Gateway forms online and we provided information and all the necessary links. If he had started the process he would have realised that a passport was essential. It never occurred to us that anyone would attempt to travel to a foreign country without a passport. We understand that travelling is difficult during the pandemic and things can go wrong and we always try to assist guests when they do but in this instance we could do nothing to help as there is no way to enter the British Virgin Islands without a passport. The guest has suggested we ignored him but in fact I did reach out to him immediately when he informed me of the issue but he never responded to my message (in the VRBO booking communications thread ours is the last message) and in fact we never heard from him until this review. We feel it is totally unjustified to leave a negative review when the guest didnt even make it to the property due their own lack of planning. Our obligation is to provide guests with accommodation which is accurately described and well presented and we always go out of our way to answer questions and give assistance and advice when we can - we certainly did in this case. The cancellation policy is very clear and the terms are reasonable so in this instance such a review is inappropriate.