Need some opinions....Just had my very first negative review. Guest gave us a 2* , which I am shocked! I feel it comes from a retaliatory side as I had to have a uncomfortable conversation with her regarding her smoking and having visitors to our property.
Yes, it is in our house rules on the listing and also I sent the house rules again to her prior to arriving on site. We do not allow visitors, we reside on the property therefore can keep a close on on the coming and going of vehicles , due to the fact that we have resident dogs and horses. Some of our horses are not ours , so we keep a close eye to not only keep everyone safe but as well horses and dogs also pose a liability.
1 week in to this woman's stay (1 month booked) she had her son show up on a motorcycle and then found ashes from a cigarette on our stone walk way leading from the apartment . I had a conversation with her to discuss and she got very hostile and argumentative once I suggested she may have the wrong stay location, as these 2 items are clearly listed on Airbnb , also supplied to her in the inbox and posted on the refrigerator in the apartment.
Am I wrong to feel I should address in a reply to her public post which is "I would not recommend a stay at this location." I do feel it retaliatory , as I felt during our conversation she was bullying me by justifying why her son showed up and that she requires her cigarettes for her anxiety.
Here is what I propose to sending back to her public review. Does anyone have any feedback from personal or business stand point?
Much appreciated
Good morning xxxxxx as you can imagine we are terribly sorry to see that you feel that you can not count on us for a more comfortable stay. I hope this review does not reflect our conversation regarding our house rules, more specifically, restrictions to visitors and smoking rules , as it was only to bring to light that they are posted in our house rules on our listing , as well sent to you again prior to check in and posted on the refrigerator inside the apartment . I can not stress enough to our guests and potential guests alike , the importance on thoroughly reading through each listing to ensure it is a proper fit for guest and host a like, this will be the best bet for a most comfortable stay.
All the best with your future stays ,