Hi @Stefanie614 Unfortunately, nowadays much of customer support is AI-scripted and agents do not have the authority to go off-script, so to speak. (I doubt, however, that you'll find support is any better on other platforms).
I had a look at your two negative reviews, the one from last week and the one in May. Both guests have multiple good reviews, and neither review shouts 'retaliatory' to me - both seem to have been genuinely unhappy with the way they were treated, and, reading between the lines, it seems to me that your co-host (because both mention a male host and your listing shows you have a co-host) failed to handle either situation professionally and with grace and courtesy.
You ask 'What else can I do if this happens again?'. You must ensure it doesn't happen again - because another 1- or 2-star review could result in your listing being suspended, i.e. if your overall rating drops any further (it's already close to suspension level).
Your overriding goal should be to make your guests feel welcome, happy, and delighted. Yes, even guests who don't meet your expectations of a 100% ideal guest. Instead of confrontation, - smile, use diplomacy, be conciliatory. Do whatever it takes to keep the guest happy.
If you continue to make your displeasure known to guests, they will respond in kind. Hide your displeasure. Learn from these two negative reviews. Remember this is the hospitality industry.
