@Rockport0
Depends on what the content of her review is. If it is all her "opinion" then Airbnb will not remove it. You can write you review in a way that lets future guests know that this was one of those "never gonna please no matter what you do" guests.
If she did anything well (did she follow any house rules or check-out instructions?), then I would start with that and say:
"[Guest Name} (mention anything they did right). Unfortunately, our experience hosting [Guest’s Name] was challenging. Despite our best efforts to assist with check-in and provide support throughout the stay, the guest had difficulty operating some of the amenities such as the smart lock and remote controls. We responded promptly and offered help, but the guest remained unhappy. This guest might find that other accommodations with more traditional features and hands-on assistance would be a better fit."
Then be prepared to post a public reply to the almost certain negative review. Keep it short, factual and non-emotional. Future guests will see this as a one off and not reflective of your other guest's experiences.
I would also ensure you have everthing spelled out for guests of ALL ages; including those that aren't very tech-saavy. Many Hosts create short videos on how to use the smart lock, remotes and appliances and send those to guests as needed (keep on your phone). Other hosts upload the videos to YouTube or Vimeo and then create a link to the videos and put in their messages to guests and in their Airbnb House Manual. You can also create a QR code for the video using QR code creating free services like QR Code Monkey. Then place the QR code on a small sign next to the appliance, remote, lock, etc. Some also add the QR codes to their paper House Manual inside the listing.
