I fully regret the problem caused by the internet. I understand when some one comes on a vacation counting on it. Unfortunately the internet provider did send the technician promised. Of course that is not the guest's problem. Although, I hace to clarify that Gabriela and Thiago did not have to wait at all in the apartment, because I let them know in advance that the technician was not coming. I re- scheduled another appointment with the technician and this time, I made sure to ask Gabriella permission to enter the apartment and wait for the technician while she was out. While in the apartment, she had the travel bags on top of the furniture, staining the tapestry with the wheels and scratching the ottoman with the other bag. I mentioned that to her and asked her to make sure not to place the bags on the furniture, she did not respond to my requirement. Unfortunately, the technician did not show up again and I explained that to her, she reacted very violently using words that I translated on (Hidden by Airbnb) and they seemed very insulting. We agreed that she could buy and pre-pay internet card but she did not know how yo use, she again asked me with bad manners. When they left the apartment, she turn the cushions of the sofa up side down so I could not see the stain on the tapestry. Also she scratched the ottoman (things that I did not charge to her). She says that she did not chipped the bowl plates but I checked the apartment myself with the cleaning lady and the plates were ok. The towels had to be replaced, one of them, as she mentioned, had make-up stains but they could not be removed (I used to work in the hotel industry and make-up stains do not come off). The other towel was used as shower mat, thing that I understand if she used it to step on it, but I do have photos that prove that she used it to clean the floor, and of I had to get rid of it. I had to charge for those items lost, the sum of all surpass the amount agreed to compensate for the internet. I mentioned that to her but even though she says that the word "bastardo" was mistranslated in (Hidden by Airbnb) , she reacted violently.
I have to say that Gabriella was very nice before getting in the apartment but I did not appreciate the way she addressed me when she did not have internet. I did my best to find a solution but did not see that. I am a person that worked 15 years in the hotel industry and I know how to welcome my guests and make them feel at home. Unfortunately Gabriella did not see that whatsoever.
Now I have a different internet provider and I'll make sure that this problems do not happen again.