Help with responding to a bad review

[Lia-and-Jerry0]

My first bad and unfair review experience.

Airbnb Community and Experienced Hosts I need your  help with writing a respond to the guest. I contacted Airbnb but they informed me the the review can’t be removed since it doesn’t violate their rules. 

I know it should be short and polite in order to attract new customers:

Dear Nadia, I was also very sorry that I didn’t have the chance to meet you and your lovely family in person and that my husband Jerry didn’t make your stay as comfortable as expected. We are here in our studio in the basement in order to make your stay better and we can fix most problems while you’re out enjoying yourself in the area. I am glad you enjoyed the view from our family house and thanks to your feedback we will make every effort to improve our facilities.

I will appreciate it if you could 

make any corrections to my reply 

Thanks

[Lia-and-Jerry0]

Hello, @Susan17, 

Actually they payed for the 2 kids and the 3 stayed for free.

After this review we looked at our listing very carefully and we are going to update some things like being on site all the time and also mention the stairs more clearly!

Thank you all very much for your attention and help!

[Susan17]

Glad to hear you at least got paid for 2 of them, @Lia-and-Jerry0 - takes the sting out of it a little bit for you! And don't worry about the review - it'll do you no harm at all 🙂