This place was not the first choice for our guests and we had tried to cancel this booking 5 mins after making it but the owner was not prepared to do this for us. So we continued with the booking so's not to incur the -50% cancellation fee. The owner assumed it was cancelled even though she did not receive formal notification from airbnb.
This miscommunication resulted in our guests not being able to get hold of anyone, even though we had paid, and then arrived to rooms that were not made up. They were disappointed as the accommodation is in a high block of flats and complained the towels were substandard, so had to wait for replacement.
In all fairness, this was miscommunication. My suggestion would be to make it clear this is run by a manager (not Sue) and have the details and name of this person readily available for the guests before arrival to avoid any issues. Also to assume guests are arriving when the airbnb system had sent out confirmation.