Has any host been marked down for check-in because the guest didn't read the check-in guide or had some language barriers?
I have a step by step check-in guide, with photos and directions. I send this to guests two days before arrival and urge them to look over it, so they know what to expect. I direct them from our local pub across the road instead of our apartment complex (because there's another apartment complex nearby with the same name... Stupidly). I include directional arrows in the step by step photos. The gate codes are in this check-in guide also.
Out of approx 120 who have stayed, there's been 3 people who had issues. One were a young Spanish couple who went to the wrong apartment complex (because they followed the Airbnb address instead of reading my guide, stating to do otherwise) So, I was marked down for that... Another couple asked for driving directions at the last minute, and I had to give different directions after already giving the standard check-in guide directions. I guess information overload, but I was marked down for that again.
The current guest has just had some language barriers and got totally lost. She had no internet connection to use the guide. But it seems she has never bothered to click on the guide within the two days prior to arrival. She somehow thought I had left the keys in the local pub? She couldn't understand why I mentioned the pub instead of the apartment complex. I had to explain but I still don't think she understands... I presume she'll also mark me down for this.
I have a 5.0 check-in average... So am I doing something wrong/ over complicating the check-in? Or are these just the few people who struggle to live independently?