How to reply to misconduct guest who leaves a very bad review
Hello everyone, please could you offer some suggestions on how i should reply to a guest who left us a bad review - 5-general score, our score previously was 9.9 out of about 40 reviews?:( It's an apartment in a block of flatts,we were notified they were being loud by the neighbours,so we went there, at second notice at 3am(first call from neighbors was 11.30pm) to see what was happening/if everything ok.Indeed it was not a party but yes, after 10pm, or anyhow 12am, those are theoretically quiet hours and the 4 guests were chatting,cooking,laughing out loud etc so we suggested it was about time for them to sleep :)).Booking was for only one night and they wrote(noon time review was already published),"nice.but you risk ruining your vacation bcs of owners and neighbors" stating they had been extra quiet. What would you reply?Would you just apologise(they complained that we disturbed them at 3 am), or would you mention the silent hours? I'd like to seem as a nice host for future guest,how can i use this review to my benefit, if there is such thing?