Hi Marie -
The guest was aware that she had a cleaning that day, and I reminded her via message the day before. It is stipulated in the house rules and the info sheet in the unit.
Just like any hotel, the housekeeping protocol is to knock several times and, if there is no answer, to come in. They have a schedule.
That said, I am not even sure what the complaint is because Airbnb will not tell me what the safety violation is.
I don't believe this is a matter of clarity. This guest's behavior was quite odd, and the tone of her messages was appallingly rude.