Guest (let’s call him ‘Kevin’), wanted a last minute cancellation for the following reasons
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I was unaware/ shocked by the house rules
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The host states in their house rules that they cannot guarantee free parking. (This is true, free parking slots are limited and it is based on a first come, first served basis).
We declined the guests request to cancel by enforcing our cancellation policy.
In response, Kevin has written a revenge review
For background, our listing has over 150 reviews and 95% of our guests give us 5 stars. Guests often commend our response time, polite communication, cleanliness, location and comfort of furniture and bed.
However Kevin has written the opposite claiming that
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We were always rude to him when communicating
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They were shocked by all of the house rules and it was as if they were being spoken to like a child
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Our Airbnb is ‘small and not tall friendly’. (The size of the home and is disclosed in the listing and the guest is approximately 6’6 in height)
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They hit their head on all of the hanging décor (there is no hanging décor)
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They claim that the area is ‘very rough’, so guests should be careful
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Bed and furniture is bad and left him with back ache
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The host interrogates guests about whether they will have visitors or not. In reality, we ask guest once (prior to booking) whether they are expecting any visitor before accepting the reservation.
Given the above, what is the best, non-emotional response I can give in response to the review.
You get extra credit if your response is mildly sarcastic😊