Poor Review

Booking.com allow all reviews, even the nasty malicious ones.

Use the Report Guest Misconduct link to report what the guest did - https://partner.booking.com/en-us/help/first-steps/how-do-i-report-issu…

A cold (a day or two later when you're calm), factual response to the review (assuming it's one you are able to answer), stating facts only (no emotion) is also in order.

We have no idea what happens to the misconduct reports, maybe just an automated answer to us and to serve as a "vent"?

We've had similar when guests have persisted in smoking in our non-smoking rooms. The entire building is non-smoking which is stated clearly on the site, stated at check in and signs everywhere, yet still...