Unreasonable review

[Hacienda2]

For the first time I have received an unreasonable review by a guest.  Long story short, the booking was made for 4 persons, the guest claims that she spoke to me about additional beds (there are 2) but I don't know how she spoke to me since there is nothing written on our Airbnb correspondence and eventually there were 7 persons in all.  She is calling me a liar and is threatening to post this information on social media.  How should I deal with this?

[Helen3]

I would have asked her to pay for the additional people when you realised the guest booked for four but turned up with seven. Or alternatively asked Airbnb to cancel the booking if you as she had broken your house rules but turning up with three additional people.

I hope you left an honest review and raised a request through the additonal guests through the resolution centre.

I would say to her it is clear that there is no communication on Airbnb about her having extra guests and therefore she is mistaken. I would then block her on Airbnb so you receive no further communication.

[Hacienda2]

Hi Helen

Yes, I did ask for additional money to cover the cost and I left a review stating the facts but she is calling me a liar.   The island is a small one and I am worried about the back lash from someone who seems so vocal.

I have never used the reslution centre.

How do I block her?

[City-Limits-Ranch0]

I don't see any unreasonable review on your profile?

[Sarah977]

@Hacienda2  I don't see any bad review either. Did she send you this via private feedback? That's not available for anyone to see and isn't a review. And FYI you should never respond to anything a guest sent as private feedback in your review of the guest, or a public response to the guest review. It just calls attention to something no one else would ever know about.

The one review you do have says there was no Wifi and that they hadn't been told about the "problem". So I assumed that the guest just hadn't read the listing info to know that there was no Wifi offered (a reasonable and understandable state of affairs in a remote listing). But your listing description states "continous Wifi" under the Amenities. You should either change that (as well as making sure all guests are aware of that when they book, as many just take Wifi for granted these days) or maybe there was an unexpected outage?