This was a difficult one for us.
You can sense it already in the beginning of the conversation when you book. Jamaica is not Mallorca or Florida, it is a different kind of experience. I know myself from my first visit. Its different which sometimes at first makes you hesitant but then makes you love it, but you have to have realize that you are meeting another culture and a (fantastic) tropical island.
The area where we have our bungalow does not have street adresses. So we send a mail to ever customer that is coming to stay with us that instructs the guest to "give Lowie (our local host) a call when they land in Jamaica. He will meet up with you at the bridge (very easy to find) to guide you the last 200m to the bungalow". This has worked flawlessly so far. Off course it requires you to actually have a mobile phone which works.
I'm just really surprised of someone touching down in Jamaica, renting a car and heading into the country side with only wifi and no mobile phone. I would even call it naive.
Anyway, Bridget messaged us with (Hidden by Airbnb) when she landed and we repeatetly asked to give Lowie a ring, something she ignored doing. However, we managed to arrange the local host to meet up with her at the bridge as soon as they arrived there anyway,
As we describe in the ad on airbnb, we have dogs at the main house. That her boyfriend got scratched is something we are very sorry for (usually the guests are quite fond of the dogs). So for this we apologize.
Finally, this is Jamaica, a tropical island. If you choose to stay anywhere else than in an airconditioned hotel (especially in this season) there will be mosquitos from time to time. Having spent weeks and weeks in Jamaica I dont even think about it and to be honest, we often have more mosquitos in Sweden (where I live) than in Jamaica. Not knowing this or realizing this seems odd. Bridget also mentioned that the unit wasn't clean. This was not mentioned to us, if so we would have fixed it immediately (no previous guest has indicated any things else than that they are happy when they check in).
On one thing I agree. It was a frustrating day for us too. Realizing that the expectations of a guest is not aligned with what you or the country can provide is frustrating. We try to provide a unique and very real Jamaican experience and off course we always want to have happy customers that are just dying to come back to us.
Finally, I believe our previous reviews from guests that have stayed with us speaks for itself. Since we restarted in the end of last year with our newly built bungalow, the reviews have been very very high and the guests in their private feedback to us have been overwhelmingly positive and extremely happy with the stay. And then, sometimes, you get a guest who does not have realistic expectations from a bungalow in the countryside.