Hi ya Lynne,
As I have said on other posts you have to second guess that perception of your listing and what is in your guests minds and provide a 'plan B' for every situation!!
Internet and Wi-fi can be a real issue these days....Our cottage has Wi-fi coverage but, some people would consider it to be the end of civilisation as we know it if for some reason the internet connection faultered so.....I have a personal Wi-fi dongle on hand that has it's own mobile number and simply plugs into any USB or Micro-USB computer port which I keep stocked with about 5Gb of data. I think it costs me about $15au per month. I use it myself when away from home to respond to Airbnb booking requests. Once I did have to use it for a guest when my internet went down and she was so greatfull, I am sure she would have given me 6 stars if she could have.
Lynne there are always ways and means to get around individual problems.....It's no good saying in your listing, 'not available' .....find a way to fix it!!!! My little Wi-fi dongle is a massive amount cheaper than having to fork out for a refund to some disgruntled client!!!
Cheers....Rob