Bad review from a no-show guest
We have just received our first-ever really negative review for our property - and it came from a guest who cancelled on the morning of her due arrival. She wrote saying that unfortunately due to family problems she couldn't make it that day and said that she would probably come again the following weekend (which wasn't actually available). The tone of her communication suggested that we should let her come when she pleased, at no extra cost. I replied politely that it was unfortunate that she could not make it, how disappointed we were not to meet her, and pointed out that we would be delighted if she rebooked via Booking.com
As a result, she left a bad review regarding our communication and property, marking us seriously down on all choices (funnily enough except for value for money for which she gave us a 10!). The problem of course now is that her score has dragged down our otherwise excellent rating score on Booking.com - which I think is really unfair.