n New Year's eve, during the day the host sent a message warning the guests that the team would stop working at 7PM, local time (what is strange because you run an accommodation business and even if it's December 31st something can happen and it did).
At 8PM the power went off and when it came back, our apartment door pin code lock wasn't working. We waited for like half an hour and immediately tried to get in touch with the host.
With no answer from the host we got in touch we Airbnb and they solved the issue. Even Airbnb wasn't able to reach the host and that's very serious, because, again, you have guests and you need to be available all the time due to paid bedrooms.
At almost 10pm we moved to an hotel, lost our dinner reservation and ate in a hurry in the first place we found because we didn't want to, at least, lose the fireworks.
Hope in 2020 you'll fix your communication plan.