You have got some good people commenting, before me. Their viewpoints and advice mirrors mine -- especially on how to handle your "owner's response". Remember, your response should be written with your future prospects in mind and not with a defensive mindset. They are expressing their opinion, however, and you can clarify what you feel is inaccurately stated, using the right tone.
You know, if you'd like to draft a response, you are always welcome to run it by us here --- for opinion, before you post it.
Between the two of us, I would be very dissatisified with the "quality" of this guest who I believe was inconsiderate during the stay (even though he had kind words for you personally in the review). True, it's not easy to please everyone, and some people will nitpick. But, it's my opinion that it is inconsiderate not to communicate their particular dissatisfaction when they were in residence -- you were very easy to reach!
They never gave you a chance to "make it right" for them -- they came, stayed, judged your home, left, aimed + fired, in public. They complained about the price -vs- quality so the very least they should have done was to speak to you, on the spot about this. You might have agreed to compensate, in some way --- you could have weighed the situation --- and decided -- if you were given the opportunity. You could have arranged another cleaning for them, after they showed you where it was not to their standard. Instead, they claim to have used two hours cleaning! Not necessary --- they should have communicated ....you could have remedied this and "changed their experience" of the place. Never mind that the house is old, it's a classic, a landmark, an historic beauty....it's advertised accurately......photos reflect a lovely home full of character, charm and ambience of that era. It's their fault for choosing wrongly, IMO. Photos help to dispell worries ....I think that your photos reflect what you are offering in terms of the area, and the home itself. {I'd love to stay in your house!} I think describing the path to the beaches better and maybe even including a photo, if possible, could be helpful (or, maybe I missed that in the ad, if it's there already). I try to "cut the nitpickers off at the pass" by including an image and/or a brief description of anything that I imagine someone could make an issue out of....so no one can say that "they were not informed" before they arrived...or that my ad is not entirely accurate. I did notice right away that you included the proximity of the highway to the house, as well as the Google map indicating it.....and presenting it as a benefit for convenience, which I would think it is. I have people all the time asking me for the distance from the house to the main road...maps aren't enough it seems....and whether there is traffic noise. (My biggest noise complaint was over too many birds making a racket as dawn breaks.) So, I address people's concerns with an orientation in my offers....not just write about my house's features. I encourage from them a well-informed decision.
So, their non-communication, giving you *no chance* would be really my greatest dissatisfaction about this entire circumstance. I agree with "sage" that often the negative personality reveals themselves in their *reviews*, especially when all of the other guest reviews are so favorable. But, this experience for them and for you could have been very different if they just spoke up.
I would respond to this review. When responding, remember it's their opinion. Keep your response short and constructive (always) as already suggested, but I would definitely mention that because you live so near, any issue could have been easily solved for their convenience over anything that didn't seem right.
They blew their opportunity to "get immediate satisfaction". That is the benefit of having an owner either on-sight or nearby. It's just too bad that this person, instead, viewed your physical presence as a "minus" instead of a "benefit" to help them.
I agree with other posters here -- I would not advertise my most personal details about myself in my property listing. It creates unnecessary vulnerablity.
It's not at all a comparable situation, but I live next door and someone once told me *upon checking out* that both bedside lamps did not work (they were there 8 nights for heavens sake) and the back deck light was not working. When they drove off, we discovered that they disconnected both lamps by switching off the main box for the lights from behind one bedside table (they guy slept with a device he had to plug in to help him sleep, but instead of using an available plug on the box, he removed it and plugged his device directly into the wall socket --- voila, no lights!).... and they also flipped the wall switch for deck sensor lights --- and there is sign there not to touch the switch! No big deal, they said. But, why the flipping heck didn't they just come over, call, email or use a smoke signal to get my attention, while in residence? When I asked them, they said it didn't matter because they went straight to bed every night very early so they didn't need the night deck lights -- or the bedside lamps.
I live in a house, next door. I certainly do inform ALL prospects of my near presence --- in ALL my offers sent (and it is stated so in my ad listings, as well that I am nearby) so there are never surprises or dissatisfaction about my nearby presence. People need to know this. I know, for a fact, that some people will not book a place if the owner is so close {I've been told by a few). And, I think, it's too bad for them !!! It's actually their loss when they pass me up -- they really should hear about the set up, first, before deciding against my place just because I'm near by. Every single guest of ours has the ultimate in privacy --- the layout, landscaping, private driveways, no shared faciliies, privacy-walled decks, no on-looking windows ensure that. And, I'm the most unintrusive owner anyone could wish for (reviews reflect this). My own privacy is paramount so I know what people expect.
Most importantly, I can do a lot to ensure the quality of someone's stay just by being close when / if anything is needed or goes wrong. Believe me, my near presence has helped my guests at times of need, in all situations, whether of minimum need or maximum help for "their personal emergencies" --- and if there are any property hiccups, even earthquake tremors can cause outages or just plain jitters. So, I work it into my ad that we are 100% Owner Managed and unintrusive neighbours who will welcome our guests, and be happy to help, upon request.
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