I apologize for all your trouble. We always make our best to offer our guest a pleasant stay, accommodating them accordingly with flexibility of check in and check out time. We do not contact guests during their stay, we make sure that we will be available in case they need, all the instructions is given at their arrival, other then that no need for chat.
I had a very limited communication with Paola, as usual I have contacted her before her arrival to provide the full address and set up the time to greet her, she arrived earlier, apparently she understood that we were not ready, made a few request that we full filled.
I never received a phone from Paola, the only time she contact me by message I have answered her with the instructions that she needed.
According to our previous experience, Paola gave us the impression that she is a free traveler and she had already planed to leave earlier, she did not give us opportunity for an alternative. I received a phone call from her at 9:43pm, I returned at 9:55pm she informed that she was about to leave the apt.
All I can say is that we are very sorry and I wish her the best!