Extremely bad review due to not accepting a dog.
I've been in touch with Booking.com and read the guidelines for removal of a review. It sems inherently lopsided in favour of the booker.
I received the worst review we've ever received, it's usually 9.5 or above, from a booker who was hopping mad that we could not accomodate her dog in the room. She emailed and texted a few weeks before arrival and asked us if we could accomodate her. We have a NO animal policy and it is clearly noted on every booking site we use.
Needless to say she refused to cancel her boking and when she arrived was irate about the dog not being allowed to stay in her room. I explained that our B&B doesn't take pets at all but she continued to be rude and insisting that we should allow small pets in our rooms. She was here for 4 nights and was unpleasant every day she was here.
Booking.com says that they can't/won't do anything about the review. Do any of you have other advise or should I just chalk this up to a "one off" that prospective customers will tend to lookover when they are vetting places to stay.
Thx in advance