@Brett3
BTW I love your cool modern retro style apartment!
There is one thing you can do if a guest is inappropriate or clearly trying to manipulate you and that is reporting them by flagging their message. There has been a recent change in the report reason options, and the option to manually add one has disappeared.
That only leaves the option to phone them.
It probably won't prevent the situation you now had, but sometimes the helpdesk is surprisingly efficient.
I checked your and his reviews, and good that you were critical in your's.
I would have been less wordy in my public response and not gone into exact detail and remained more general, but that's me.
But you didn't ask about that...
To the question you did ask -
I think your HR are pretty clear, though guests usually don't read, so the points usually pop more by
Streamline them by making them less wordy, and use bullet points instead of flow textfor ex.:
> Clean up after yourself. Dispose of rubbish on leaving, also the small bins in bathrooms.
Rubbish bins located in the Western.... (stairs beside the pool)
> All guests are required to and must be declared for insurance and emergency reasons.
> Estimated time of arrival must be communicated in advance for you to be checked in.
...
You can always send them a longer explanation to certain points in an extra document.
I'd also think of printing them out and hanging them plastified somewhere in the apartment for easier quick reference.
Plus it sounds as if adding a sketch of how and where to find the rubbish bins might be helpful.
There's never a guarantee, though. All we can do is continually improve and remove vaguaries.
But then after all goes well after a number of guests, there's one that doesn't get it that 1 star isn't good.
One last comment if you'll allow -
The little profile thumbprint pics have a similar effect to avatars and when I'm communicating their personality tends to merge psychologically for me with their pic. So when I communicate with somebody who has a dog on their picture, this tends to somehow interfere with my perception of them. When it's a kiddy picture it feels harder for me to see them in my mind as a real grown up.
I'm probably wording this awfully, so don't hold it against me. What I'm trying to say is exchange that picture of your child with one of you looking friendly, professional, and confident. After all You're the host the guests are communicating with 🙂