a horrible guest


The beginning of July we've got a unpolite guest from Austria with a huge dog.

After they left (2 days) we had to deep clean the room, wash the sheets two times. Coffee stains and dirty dog paws everywhere. Now after one month I've got a very bad review from her. She didn't like the breakfast, she was diabetec, which she didn't tell me and the last line of her review is really insulting and concerns my husband and me. We are working very hard to keep the 9.6 standard and for more then 9 years already. Now my question...is there like with Airbnb a possibility that those people get a black cross behind their name or even not possible to book again at Booking.com?

I don't think it will do any good if I react to her review.

Please, can I ask anyone to help me with an advice.

Thank you very much and kind regards