Respond to a bad review - or not?

[Suzanne663]

I am pretty new to hosting and have just received a bad review and am trying to decide if I should respond or not.

The review starts positively and then seems to imply that we stole their daughter's cosmetics bag on their first day, but they didn't want to tell us as their were afraid.  We were so stunned. Still stunned, but unsure how to proceed.

I've read a few discussions and so I am pretty sure Airbnb will do nothing about the review - true or not.

I started to put together the following response, but not sure if I should respond at all?

"We read your comments with concern and surprise. Please be assured that respect for our guests privacy, property and security is our highest priority.

Our guests privacy is always respected. We did not enter the guest accommodation during your stay, nor would we ever do so without guests’ permission or prior knowledge.

We have no knowledge of your daughter’s missing cosmetics/make-up bag. We would have preferred this incident had been raised with us at the time, so that we may have helped search for it during & post your stay. Currently, the missing item has not been located or handed in. If it is found then we will contact you to discuss the best way to have it returned it to you.

In regards to security, please note the smart-lock PIN is changed prior to each & every booking and all doors & windows are lockable."

Would greatly appreciate feedback and views from more experienced Hosts.

[Sarah977]

@Suzanne663  Sometimes hosts want to respond to a bad review and it's not advisable because it's a one-off, the host has hundreds of glowing reviews, and the review makes it pretty obvious that the guest is the "off" one. 

But I'd say this is a review that bears responding to, as they are basically accusing you of being thieves and going into the unit when they weren't there, and you only have 13 other reviews.

What you wrote seems fine to me.

[Suzanne663]

Thank you for the feedback.

I think I need to respond too, but don't want to seem as if we are over-reacting either.

[Ute42]

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@Suzanne663 

You're not over-reacting. Your answer is fine.

It's weird to read the review Your guest has left You anyway. Why would You steal  "a daughter make up bag which she used the night before. There were no big value in but I could not believe it"?  What would You as a host want to do with a guests make up bag?

I think potential guests reading this will also find this strange.

[Suzanne663]

Thank you.  I think I am going to respond and I would like to ensure my response is not overly emotional and yet not impersonal.

It is a tricky balance when feeling simultaneously feeling dismayed and mortified.

[Sarah977]

@Suzanne663  It doesn't sound emotional in the least, so if you were feeling that way when you composed it, you did an excellent job of not letting that come through. It sounds quite professional and on-point.