Hi @Jo55, and greetings to the Isle of Wight!
Unfortunately, there isn't an answer to your question that's likely to please everyone. Looking at your most recent guest's review, I wouldn't describe it as vindictive or unfair - rather, it was a thorough and balanced account of an experience that any guest would have found unpleasant.
From a customer service perspective, we all have to make trade-offs sometimes. When you demand additional fees or enforce your boundaries, you also accept that a likely result is a negative review and rating. That doesn't mean that you have to be a doormat - there are times when making a damage claim or calling out bad behavior is completely justified. But the unavoidable fact is, good reviews can only come from happy guests, and a few of your last ones were clearly not.
The best protection you have against the impact of a negative review is the Review Response feature. But it is extremely important that you remember, the Response is not meant to be a dialogue with your guest - rather, the intended audience is guests considering your listing! It's best to write it only after you've had a few days to cool off. I'm going to be blunt, @Jo, nobody in their right mind would read what you wrote in your responses to guests' feedback and choose to book with you, since you come across as extremely vindictive yourself. The purpose of the Response is not to air out a dispute or attack your guests; rather, it's an opportunity to correct inaccuracies and clarify details that you want your future guests to be aware of. It also gives you a chance to show that you can take in negative feedback gracefully, and that you care about your guests and not just your "business."
And that last point is the next thing you can do to avoid a repeat of this situation. Use the feedback you've received from unhappy guests as a springboard for improving your listing and your communication with guests. Make everything you need guests to know explicit in the listing, so they don't have any unwelcome surprises after booking. Have more clear and comprehensive photos so that they arrive with accurate expectations. If you repeatedly find that you're getting guests whose needs aren't a good fit for your property, communicate more with them before confirming.
Finally, if there is any room for doubt about a matter such as damage, consider extending the benefit of it to the guest. No matter how well a housekeeper might know your property, it's implausible that they can account for every detail. In this case, the guest's honest review might cost you a lot more in lost business than you spent on the door handle, especially if you leave that horrendous response intact. Even when a claim is necessary, approach it with a view toward making the guest feel you have treated them fairly. Also, be sure that the entire communication on the matter is inside the Airbnb system so that you have a paper trail with CX in the event of a future dispute.
