Bad review, should I respond or not

[Indian15]

Hello to you all, hoping you are well.

I would like some an advice on what to do with a recent bad and unfair review we got. I am a superhost and have more than one hundred reviews (for a five unit building) and most of them are very good reviews. 

here's a copy of the review:

Great proximity to the beach and very clean, included most things you need for a beach stay including chairs, plenty of towels and kitchen staples ! But would not recommend for a family of 7 and would not return, the beds were very uncomfortable for our family and we could not all sit in the living room in front of the single tv to watch a movie together. A chair broke when we first got there when we put our bag down and it’s just upsetting that all the screws were loose in the rest of them too. The hosts were quick to respond but it just seemed liked they need to work out some kinks since a few things went wrong during our stay.  

For you to understand better, they were a family of 7 or 8 but they were all overweight so I understand they wouldn't fit as confortable on our beds which are queen and full size beds and are stated in our property description, as well as the sofa and living room area. The kinks she is stating went wrong during their stay was that a smoke detector started beeping because batteries died and we went and quickly replace them, we took the chair they broke and did not charge anything because some of the screws were in fact a little loose but clearly someone with a heavy weight out sat down on the chair because there is no way a bag would've broken a chair in that manner.

They also got a toilet blocked and stated it that they didn't even know the bathroom existed when that is the first restroom you see when entering the living room and is also described in the property and an email we sent to them.

Even though we were very  responsive and patient with them, and that they stated to us that the stay was great, even left a note thanking us for a great stay and hospitality, they went ahead and post this review. (3 stars)

I am worried that this review will affect my future bookings, do you think I should write a response and if so, in what manner should I do it? 

Thanks in advance! 

Hello to you all, hoping you are well.

I would like some an advice on what to do with a recent bad and unfair review we got. I am a superhost and have more than one hundred reviews (for a five unit building) and most of them are very good reviews. 

here's a copy of the review:

Great proximity to the beach and very clean, included most things you need for a beach stay including chairs, plenty of towels and kitchen staples ! But would not recommend for a family of 7 and would not return, the beds were very uncomfortable for our family and we could not all sit in the living room in front of the single tv to watch a movie together. A chair broke when we first got there when we put our bag down and it’s just upsetting that all the screws were loose in the rest of them too. The hosts were quick to respond but it just seemed liked they need to work out some kinks since a few things went wrong during our stay.  

For you to understand better, they were a family of 7 or 8 but they were all overweight so I understand they wouldn't fit as confortable on our beds which are queen and full size beds and are stated in our property description, as well as the sofa and living room area. The kinks she is stating went wrong during their stay was that a smoke detector started beeping because batteries died and we went and quickly replace them, we took the chair they broke and did not charge anything because some of the screws were in fact a little loose but clearly someone with a heavy weight out sat down on the chair because there is no way a bag would've broken a chair in that manner. Even though we were very  responsive and they stated to us that the stay was great, even left a note thanking us for a great stay and hospitality, they went ahead and post this review. (3 stars)

I am worried that this review will affect my future bookings, do you think I should write a response and if so, in what manner should I do it? 

Thanks in advance! 

[Paul1255]

@Indian15  I hope you are well!

You haven't replied to any of your other reviews, so replying to the one you're unhappy with will only draw attention to it.

Your reviews and ratings are pretty glowing (I couldn't read them all!) so I would imagine this one will be buried under further great reviews in no time.

Future guests have no way of knowing it was a 3* review, and as bad and unfair reviews go, it isn't terrible, but I am sure it doesn't feel that way.

It's natural for us to dwell on the reviews we are less happy with, and forget all the great ones- but we will all have guests who don't have a great time in our listings for whatever reason, it's part of hosting.

[Indian15]

Thank you so much Paul! Is exactly what I discussed with my cohost but wanted some reassurance from other hosts! I truly appreciated! 

[Branka-and-Silvia0]

@Indian15  I have similar chairs in one of my rentals and the screws do get loose with time and have to be tightened again. Unfortunately, chairs nowadays are not comfortable and sturdy as they used to be  50 years ago and the wood they are made of is too soft. But they are modern and people like them, ah well.. 

You can reply to their review with something along the lines : We are sorry our beds and sitting area was not large enough for your family but everything is the same as in the photos in our gallery.

If nobody else complained about it - don't change it and move on 🙂

[Indian15]

Thank you so much Branka and Silvia! we went ahead and tight all the chairs because of that and it is exactly as you say, they are modern, people like it but they are not made as many years ago. I really appreciate the advice! 

[Sarah977]

@Indian15  I agree with others- don't stress over it. You certainly can't mention in a review or response that the guests were all overweight. 

Although their complaints are largely ridiculous, there is one thing you might think about- you list for 8 guests, but I see you only have comfortable living room seating for 5- a 3 seater sofa and two chairs. Even if all the guests were skinny and could squeeze 4 people on the couch, that still doesn't provide seating for all. I would consider adding another sofa or love seat or more comfy chairs- it looks like there is enough space to do that.

[Indian15]

Thank you so much Sarah! It's in our budget for the near future to do that!