I never give in to guests who are threatening. I held a deposit on one group that had left the place a mess and I can tell you that my cleaning lady never callls unless it is really bad. So, the mom of the person who booked called to say that she felt I was being unfair and went on and on......then finally mentioning how many were in their group, turns out they were over my maximum. I told her that I limited my guests to 6 and no more and so someone was not being truthful from the beginning. She never said another word about the withheld deposit.
As for responding.......there are some guidelines on here some where that just state don’t respond to the current guest if they were overly negative, but talk about any specific issues as if you are talking to the next guests. So, if she was complaining about not enough pots and pans (insert your issue) you would simply state something about the number of pots and pans or that you have added more, etc.
First, welcome to the community! We're glad you're here!
There are a ton of threads about this topic. Use the search box in the upper right and you'll find a lot of great info. I also want to share a couple of articles with you:
I'll let other owners chime in with their advice as they are truly the experts. Thanks!
HomeAway Community Manager