@Priscilla150
Sorry to hear about your recent experiences, both of which sound stressful.
I know you said you came here to vent, so perhaps you do not want advice. Please feel free to take it or leave it:
Guest 1: report and block this guest. That will stop her from being able to message you on the Airbnb platform. If she is messaging you through other means, there is usually a way on your phone to block messages. Turning you into the police/FBI sounds concerning, but are you sure these are not just empty threats from an unhinged person? What did she say she reported you for? I know you expected the guest to be out when the solar panels were being fitted, but it's always a good idea to let guests know anyway when you are having work done, just in case. Most guests won't mind either way, but some people can be very touchy about these things.
Guest 2: I know you were just trying to being kind, but there was no need to offer this guest the use of your sofa. Sometimes you just need to be firm. You are under no obligation to accommodate a guest who cannot understand that she does not get to stay past check out. Sometimes, with people like this, when you go out of your way, it doesn't do any good at all because they are too entitled to appreciate it. To me, her entitlement really comes across in her review, where she even admits that most of the things she is complaining about were clearly stated on the listing. And who thinks it's okay to leave the doors opened/unlocked all night? You have lots of lovely reviews, so this one will be pushed down and buried over time but, on a positive note, this review might help to deter similar types and save you headaches in the long run.
Remember that responses to reviews appear on your profile, not the guest's and that, in most cases, the guest will probably never even read that response. So, always keep this in mind and think of the audience for your response as potential future guests. While I understand why you felt the need to counter Guest 2's criticisms point by point, you probably didn't need to go into quite so much detail. A short, but factual reply would have been better and shown that it was the guest, not you, that was the problem.
There is definitely no need to address anything that the guest does not mention in their review. It's akin to airing dirty laundry. I noticed that, in response to another review, you brought up criticisms that the guest might have given you as private feedback. It's private for a reason and there is no need to bring it to the attention of future guests. Likewise with star ratings. No one else can see the ratings that each individual guest left you, so there is no need to address a low category rating when the guest has not mentioned it as an issue in the review.
I also think that it's a good idea to respond to all reviews, not just the negative ones, otherwise you just draw attention to the latter. So, I try to make a point of leaving a nice response to all my positive reviews.
Finally, while I understand how upsetting and stressful these situations can be, but try not to take the criticisms too personally. You have 14 days to write a review and one month to write a response to one. It's a good idea to sleep on it and then sleep on it some more, until you calm down and it feels less personal. Sometimes I find it useful to write a tirade in a document and then just leave it until I feel less sore about it. Then I go back and write the response (or not), but by then, I have normally decided that my first draft needs some serious editing!
