How to approach a negative review?

[Sarah-and-Nick0]

Hi guys, 

Today we went to prep our apartment and were disappointed to see our first negative review written in the guest book. We feel it was unfair and parts untrue, (e.g wanting more breakfast supplies - as we are self-catering this has never been asked but we do provide many complimentary extras), guess this is the nature of the beast! The question is what to do for feedback as it has just popped up to rate the guests. We currently are super hosts with 100% good guest feedback. 

What would be the best way to go about this. I have sent the guests a message this morning apologising and explained a couple of things e.g we are self-catering and we are happy with pricing (at $140NZD for 2 adults and $35NZD for each extra guest). (They also requested at the last minute late check-in, arrived at 9.45pm and then a late check-out which we agreed to, and we also allowed two extra kids).

Anyway I don't feel like placing feedback - can I just not? Will their feedback show up still? 

Or can I place good feedback but if they are very mean can I alter mine and be more critical, (cannot see why as we went above and beyond most guests but would not surprise me). P.s they thought bugs had flown in, possibly as didn't close windows til 8pm as was airing and they changed check-in time but think they are going over-board and will give our cleaning a low score. Anyone that knows us knows we are clean freaks who prepped the unit ourselves yesterday. We hire freshly pressed sheets and check tidy and clean everything! Almost obsessively haha. Such ashame about the bugs or spiders that flew in (only small as we don't get big in Cambrige NZ. My husband leaf-blew all garden paths also before arrive.

Look forward to any help on this one. I completely agree everyone is entitled to their opinion but we don't feel this will be a fair review and unsure how it will affect our good rating. Thanks for listening and for any suggestions in advance. Sarah 🙂 The Oaks Accommodation, Cambridge

[Matthew285]

@Sarah-and-Nick0, you do not have to write a review of the guest.

If the guest writes a review, then their review will show up after 14 days whether you write a review or not.

You can try NOT writing a review, and just wait to see if the guest writes an AirBnB review.

If the guest does not write a review, then you are in the clear.

If the guest does write a review, don't forget that you have the chance to write a public response.

[Sarah-and-Nick0]

Many thanks for the support 🙂 Alarm bells will ring next time.

[Marzena4]

A lesson to learn, @Sarah-and-Nick0, as many other hosts have posted in this forum, the guests who have a lot of additional requests are usually the ones to review poorly. 

[Sarah-and-Nick0]

Thanks for the message we will be aware of these hints next time thank you.