Hi @Deirdre56.
I do understand how you feel when a guest is less than stellar in behaviour or commentary. But you need to stay true to yourself and not have them undermine your confidence. Yes, it can be hard... but necessary.
THEY, the guest, have the problem, not you, so please review them honestly, as this persons reaction to small things that can happen appears over the top and writing a letter like that is bizarre......
If your cleaner read the letter, no matter how nice she is, she will have been reminded to check everything..... as for plates, always ensure the crockery and cutlery numbers match the guests. The bakeware should maybe be available in the space at all times, so now you have it.
When you get a bad review, you need to look at it objectively and work through the emotion and find any truth and the hype. The truth (if any) is constructive criticism that should help us improve how we perform. A good guest when small issues, should use the private feedback for this information. The hype or lies, are just that..... let the BS wash over you! Breathe....
As for the ridiculous and untimely emails from Airbnb, theses will not stop. They are computer generated and therefore aren’t really worth reading. I’ve started to look at them with humour! The computer bot being the efficient little machine/ algorithm, receives the maths and fires them off at hosts. If you remember that, you’ll understand they arrive without knowing facts or individual scenarios.
Yes they annoy because we have real feelings a computer can not understand. YOU must ignore this type of email. Learn to roll your eyes and laugh at them... 🙄🙄🙄🙄
Remember like playing a sport - treat the bad guest as a bad shot you received. It’s time to think about only your next move, as the negative will affect the present.