Hi @Deanna45 Yes, this is a very common complaint for hosts. I think what's happening is that many guests are only using the app. to book & not expanding any of the categories, so they actually aren't even seeing most of your information. We recently had a guest who I know for sure was in this category as she asked for directions when on her way to our place last minute ... it's clearly stated in her itinerary, which she obviously never looked at, or found, or opened, she didn't know the code to open the key safe (also in her itinerary) and then was completely oblivious to our House Rules once she arrived. Using the phone app. was found to be the culprit.
The way around this, I've found, is when I initially respond to their request, I reiterate some of the information just to be sure they're aware. You need to say something like "just want to make sure before I accept your request that you're aware we don't have wifi, that the kitchen isn't fully equipped for cooking, that the water temp can't be adjusted on the bathroom faucet etc". Also it's a good idea to ask them to make sure they've read your House Rules as "once a booking is made it implies agreement to & adherence to my House Rules" (or something along that line).
To address the problem with finding your place issue, about a week before they're due to arrive, send them a message giving complete directions through Airbnb messaging - even though this information will be in their itinerary, repeat it just in case - and again ask them to make sure they've read your House Rules "as some may have changed since you made your booking". Not that they have read your House Rules, but it's again just trying to nudge them in that direction.
Yes, it is a lot like herding cats in some cases!! 🙂 I hope that helps - Karen