I recently had a guest book my property for 12 days during Christmas and New Year's. Before her check-in, we installed a new water heater. From the moment she arrived, she complained that there wasn’t enough hot water.
To address the issue, I adjusted the thermostat settings, which resolved the problem temporarily. However, it wasn’t sufficient for a group of five people. I then contacted the manufacturer, and their service team came out to set the thermostat to its maximum of 150°F. After that, everything worked perfectly.
Despite this, the guest decided to check out two days earlier than planned, citing a change in plans for New Year’s. I explained that I couldn’t offer a refund for the unused days but was happy to provide a credit for a future stay.
Unfortunately, she left a false and harsh review, giving me only 3 stars. I reached out to Airbnb to request the removal of the review on the grounds that it was false and hateful, but they informed me that I could only respond publicly to her review.
What steps can I take in the future to handle situations like this more effectively?
