Cleanliness is critical, on all points! No excuses or else cancel.
Proper and fulsome preparation need to be made for guests -- or else cancel their booking, even if it will inconvenience them in the short-run. Most guests will appreciate that.
Place needs to be maintained and upgraded.
Host needs to be responsive to guests and their attempts to communicate.
Stayed a few hours only. Refund requested and granted, under the circumstances. That was much appreciated.
Location is good.
Gated community, pleasant and grounds maintained.
Male host is personable.
Female host perhaps was troubled by an unfortunate personal event which seems to have taken place some time the day prior.
God's blessings on them both!