I’m trying to decide whether to leave a public response to a 1 star review or whether to bite my tongue and not say anything. Here is the review I received:
“I had high hopes for this room, especially at the price I paid, also do not decide to come here if you will have visitors as they will cost an extra 10 pound- well that’s what he may say, as I was surprised with a charge of 15 pound a night upon check out- accompanied by “where is my money” as I exited. Also, after loosing my key, the host was not very ready to help me re-enter the property. When I asked to drive to him to collect a key, I was told to ring another time as he was going for a ‘stroll’, so I had to be let in by the other renters much later that day. And even though overall the property is clean, be prepared to check the bed for spiders before you tuck in.”
This is what my brain wants to say although I realise that posting so much will bring attention to the bad review and might also put off other guests by my defensive stance. However I do feel like I should be able to put forward my defence otherwise his review is very one sided.
"After 160 bookings with not a single rating of less than 4 stars I think this review says more about X as a guest than about my property.
X booked a single room with a maximum occupancy of 1 person and knowing that I was away for a few days he smuggled his girlfriend into the room for some nights without notifying me or the other guests. Another guest saw him leave, assumed the house was empty so set the burglar alarm. X’s girlfriend set off the alarm, the first I knew of it was being woken by my neighbour phoning telling me my alarm had been sounding for quite a while and was disturbing the other neighbours. After talking my neighbour through entering my house to disable the alarm he notified me that there was a blonde female alone in my house, I had no idea who she was. After being caught out X wasn’t happy about being charged the same rate as I charge for other rooms for an extra guest so has decided to slate my property in his review.
He left his keys in his room and thought he had lost them outside as he hadn’t followed my instructions to deadlock the door properly when leaving each time, then failed to turn up 3 times to collect keys, standing me or my other housemates up each time. Instead of turning up for a 4th arranged meeting in the evening he decided to phone me out of the blue in the afternoon and ask if he could collect the keys from me. I was miles from home with a crying baby on the way to an appointment and didn’t have the keys on me at the time. I told him I would let him know as soon as I got back with the keys which I did as helping guests is a top priority for me. He describes this as I “was going for a ‘stroll’”
I have no control over whether X or other guests open windows or doors to let in spiders, the same as any other property. I remove any that I see and vacuum webs the same as any other host. My home is better sealed than most older properties so should contain less spiders, no other guest has ever mentioned any."
What would you suggest I do? I could just use the first paragraph or just try and summarize it but it might be better to not say anything or use the “I’m sorry you feel you didn’t enjoy your stay, …” approach which makes me feel a little sick inside.