Hi @Gabriel5241 ,
In situations like these, clear and thorough communication is key. Make sure to address all the points raised by the guests and provide detailed evidence of the damage, such as photos or videos. If you haven't already, an inventory list of the items in the apartment can be very helpful to clarify any discrepancies.
Additionally, having a well-organized welcome book can greatly assist in preventing misunderstandings. It helps clearly outline what is included and expected, which can save time and stress if issues arise. There are some excellent customizable templates available online like templacity that can make creating a comprehensive and professional welcome book easier.
Hope this helps, and good luck resolving the situation!