I could use some help figuring out how and if to respond to our first negative review. We have been doing this just over a year and have over 30 reviews, all positive, Many noting the cleanliness of our home. Superlatives.
Most recent guest emailed me the first night saying that our shower curtain liner smelled like mildew and urine. I was there recently and nope, it smells like a shower liner. I emailed house cleaner who said same. I offered to have house cleaner replace it. No problem, said guest. We just took it off.
Very friendly guest, with lots of questions but lots of exclamation points in her responses to my responses.
Time for review: 3 for cleanliness. Noted in her public response that our shower curtain was dirty and smelled, that we did not clean our blankets, and that she did not think we washed our sheets, either. But that was not a problem because they brought their own sheets.
Yep, we don’t clean our linens? Nope, we let months go by before we clean them. Really? Of course our sheets and blankets are washed each time we have a guest. Of course. The house is spotless.
Do I respond? Or let it go? I feel like her comments are so ridiculous that responding only gives them oxygen. While she lowered our overall cleanliness score, we are still super hosts and all of our other reviews are stellar.
Thanks for your thoughts and suggestions. I don’t want to sound defensive, but I just hate that something is sitting out there on our site that is so ridiculously untrue.