help responding to a bad review where the guest lied

[Hannah1140]

So a guest left a crappy review saying that the internet and the hot water didn't work but that's a lie.  It's a duplex and the people staying in the other side didn't have any issue with the internet the day before, the day of, and the day after of the guest staying. I personally went to the home to clean it and the shower definitely had hot water. I also know that the internet was working because the TV won't even turn on unless the internet works and they mentioned a private comment to me about the couch not being comfortable for watching a movie. I'm not really sure how to respond to this without sounding snarky as I'm still new to Airbnb. Please help!!

[Mike-And-Jane0 · Accepted solution]

@Hannah1140 Their review:

The place was really nice except no Internet no hot shower. There were steep steps to walk Into the area

Potential response

Hi Kevin,

I am glad you loved our place  and so sorry you had issues with the internet and shower. I wish you had contacted us at the time as the neighbours and the guests after you didn't experience issues so I am sure we could have sorted it had we known.

The key is that you are addressing future guests NOT the guest that left the review. I am sure others may have other ideas so wait and choose the best response offered to you.  

[Hannah1140]

Thank you so much! That is a fantastic response and I love your idea of addressing future guests. I wanted to mention something about why didn't you contact us, but I was having a hard time finding the right verbiage to not sound like a jerk 😂 

Thanks again!!