My property scores 8.1 from 48 reviews. I have recently had a review of 1.0 and everyone who knows the cottage can't understand it. Their headline was "Disappointing and dirty, do not stay here". For example the score for bed comfort is 8.9 as we have expensive matresses. The guest concerned found them so uncomfortable and they could not get any sleep. It averages 8.3 for cleanliness. They claimed there was food in the fridge when they arrived which the cleaners absolutely deny. I spoke to the guests concerned when they arrived as they struggled to open the bathroom window and everything sounded fine. I also spoke to the guests who followed them in and they said the cottage was OK. They say they checked into a hotel after one night but did not contact me or ask for any recompense. None of this stacks up, I am suspicious, think there are malicious motives, and would like it removed.
The help section tells me to go to extranet inbox and select "reviews" but that option does not appear