I have been receiving guests who do not make the reservations themselves and therefore do not read my Booking page, house rules or anything else. The last ones got here expecting (for 24 dollars!!) a full pension hotel, when I clearly advertise that this is a bed and breakfast and give full details of what is to be expected. The lady said she was allergic and she required special replacement foods, which I provided. They "demanded" food at night, which I was neither able nor willing to provide. They asked for some kind of financial rebate when they left for the "services not received", which I politely refused to give, and when they left they took replacement toilet rolls, soap bars and unopened bricks of milk and orange juice to the point that I went through the house to check that they had not taken anything else. Really unpleasant experience.
I always write to the guest when I receive a reservation, detail what I provide and invite their feedback should they have special requests. It is disheartening when they complete it ignore you and then act as if they have been let down. I have been seriously considering giving up my host experience. Pity.