I would respond as briefly and neutrally as possible with future guests in mind (and then be sure to respond to several positive reviews so this isn't your only response-- thereby calling it to attention):
If it were me, I would express:
- so sorry my dog got away from me off leash. Although I ran to stop their enthusiasm, I understand your dogs were scared and it probably got your stay off on the wrong foot.
This certainly isn't the norm. (Gives context for future guests)
- we do ask for email addresses before check-in to send a PDF, which cannot be sent through the platform (this way it won't be a surprise or concerning to future guests)
- its true we ran out of charcoal. Since we supply a gas grill, charcoal grill & utensils and we were out of town, most guests use the gas grill or supply their own charcoal.
- I assure you that no part of the inside cabin can be seen from the outside. My husband did deliver a new grill, but left right away. We'll will be sure to notify guests anytime we plan to come into the property in the future.