Before The guest arrives, I do concern about her arrival time and sent her the guidelines on how to reach my place. They are travelling from India with 3 of them for 2 nights and I even provided additional mattress for them (booking for a studio house with 1 king bed). On the day when they suppose to check in, I asked her before I slept at 1230am as I did not hear from them and I concerned whether they did check in or not. The next day morning after I woke up by 730am I was shocked to see their msg on 530am+ that they are not able to check in and hence had to go to nearby hotel to stay for four hours. As my house is a dual key house with dual entrances, hence they entered from the wrong entrance and thought the key given is wrong. I called them and messaged them immediately to guide them. Despite multiple apologize to them, However they were very pissed off and started to complain everything in the house after they checked in. After they checked out, they asked for refund, even though I have yet to receive the payment from airbnb but I refunded upfront the first night stay for them exclude airbnb service charge. I hope the guest can be more understanding as airbnb is not a hotel operation and I always try my best to provide everything to my guests to ensure their pleasant experience. Apologize again for causing them unhappy in the trip due to miscommunication.