How can I answer a false review but staying professional and objective

[Majda0]

Hi!

I would like to answer a REALLY bad review. Can anyone give me any advice please?

Here is my draft (english is my third language 😉 )

Hi Dave & Deb,

I just had a terrible review but there is anything true!

I would like to answer her in a professionaly maner. But I am not sure if my anger appears. Can you give me any advice please?

Here my answer:

Thank you for taking the time to provide a review.

You specifically told me your arrival time would be 2pm. So we planned the day based on this schedule to welcome you properly. My husband was home at 1:30 PM. I only learned from you well past this time that you could only arrive at 5pm. I did my best to answer you in 27 minutes and find a solution before 3 PM to suit your new arrival time. You can verify our discussion by text message.

About the access to our basement, I suggest that you verify our communication on Airbnb, 3 weeks before your arrival. I am sure you just forgot. I informed you about that and you answered “I'm sure it will be great I just don't want to be an inconvenience the last place I stayed last month the guy kept coming downstairs and coming to the door every time I came in I felt like I was disturbing them constantly and didn't wanna do that again. But if you say it's all good then that would be fine”

As for the temperature, you had full control of the heating system. I have NO CONTROL. The heater can go up to 30C.

You also claim that my kids woke you up and that we were extremely loud at night. I am not sure what could have disturbed you: they sleep at 7 PM and by our side, we go to bed at the later than 8:30pm every night because of our hectic schedule. And we are two levels up.

And yes, I stated that I keep the kids quiet but until 9:00 AM but not 9:30. While you were sleeping in the morning, we kept them in the second floor and spoke as softly as possible. You didn't alert us at the time that it was a disturbance. I met you when you were leaving around 11:00AM and you were saying that you slept very well and you look satisfied.

Maybe if you had told me, I could have find out where this noise was coming from and I could have been able to find out a solution.

AIRBNB is based on good communication between hosts and guests.

Majda

What do you think?

[Ash-and-Dasha0]

I think I see the review that you are trying to respond to. You should write a short response instead of attacking every point the guest made. 

"The unit has its own heating unit and the heating control panel is in the unit. The guest can adjust the temperatute as needed. "

I don't think you should have to address the children situation. It was stated in the review that your house is probably not suited to those who sleep in late or those who sleep light.

The less you draw attention to a negative review the better. By adding a long response you actually draw more attention to the review. So you might just let go and not respond at all.

Add the heating situation in the general description so it becomes clear to the guests that they can adjust temperature as needed.

[Majda0]

Thank yo so much!

[Eileen4]

I agree with the comments above. I would perhaps say something along the lines of, "I wish I'd known you were unhappy with our place while you were here." And for the rest: "As for the children and the heating, my listing includes enough information for guests to make an informed decision about whether or not my place suits their needs." Then maybe end it with "If you were inconvenienced in any way, I am sorry. Again, let me say I wish I could have helped you while you were here." 

It's a bit passive aggressive, but in a sense, you want to throw the ball back into her court without sounding angry. It's a shame, but sounding angry doesn't help your listing, although I can see why some hosts might be tempted into writing something critical. Treat the text you wrote above as a catharsis--you got it out of your system and now write something that will help your business in the long run.

[Majda0]

Thank you so much!

How does the order of reviews appears? By language or by language profil?

Thanks again

[Eileen4]

I'm not sure what you mean. Your response will appear right below their review.