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The answer,if you can call it an answer is not to get sad and down about grave reviews. Use them to improve on service. acknowledge what your guests are saying and thank them. Tell them you will use what they have said to do better and then strive to do better.
We have an 8 bed property in Liverpool we are not ashamed to say we are struggling with the grave reviews about cleanliness. No matter how much we clean, we use one cleaner who works flat out to keep the house in order for a very high turn over of guests mainly at the weekends. we cannot seem to please everyone.
We write in this forum because as we've looked for answers on how to best manage cleaning, we found Your answer newhause.io and we completely agree, One person doing the cleaning for an 8 bed property isn't the courageous way forward.Dealing with the issues as and when they arise and then monitoring over a month or so then reviewing is a step in the right direction.