How should I address this review?
I have a concern and would appreciate any advice I am able to receive. The property became active before I was ready to recieve booking. Unfortunately,I needed to cancel the guests booking due to that reason but explain very professionally and politely the reasoning.
The person provided a negative scoring on all levels despite not seeing or ever arriving at the property. They did not leave any comments so I could not reply appropriately.
Cleanliness is a concern for me and the guest scored me low, among other categories and they never visited the property. I fully understand being upset due to cancellation but I don't believe the ratings on the property are justified. Can that be fixed? How does that get fixed?
Thank you for any advice.