I'm just curious to know what other hosts think. I've been a host for the last 6 months and have very positive reviews. Some guests are needier than others, but this is part of being a host. But in a couple of occasions, I had guests that would travel with no GPS or internet or speaking the country language or a good English and then I had them complaining because they had troubles finding my listing. I make very clear the day before check-in, when I send check-in link and instructions, to let me know whether they can open the link or have questions. In both cases, the guests said that everything was received ok, but the day of check-in they complained they did not have instructions to find the keys - which they would have if they'd bothered to open the link.
I am usually very apologetic in these cases, but should I be? Is it really my fault, as a host, if guests book and use an app-based renting system and don't have the internet or a smartphone?
And, when bad reviews are left, what should we do? Airbnb won't remove them because they do not break any actual rule, only 2018 common sense... But a bad review eventually has a massively detrimental effect on our scores as hosts.
Anyway, I am just very frustrated by this whole system.
Any guess/tip to handle this kind of situation is welcome.
Have a good night
Federica