How to respond to a bad comment on your apartment?

You just rented your apartment all summer, you have seen countless travelers, received many positive comments (so much praise!), You even approach the badge Super Host! In short, a beautiful (and profitable) season has just happened without a hitch. You are proud. And tired.
But now, suddenly, you open your Airbnb mailbox ... and you read your first bad comment .
You are upset at the beginning, you even get angry (yes, I see you turning red).

Breathe!

We have all received a derogatory comment, perhaps unjustified, or not, but it is there, and you can not do anything about it. Finally Yes. It must be answered, and well.

REMISSION IN QUESTION
First, ask yourself the right questions: what happened? Did you forget to wash some things in the kitchen? Did they find hair on the floor, or in the sink? Do they complain that there is too much noise in the street?
Identify the problem: does it come from your home or from outside (street, garbage truck, works, etc.) that are beyond your control?

ANGLE OF ATTACK
Observe this bad comment. The tone is aggressive, pompous, simple, etc. You go according to the tone, answer intelligently and without aggressive escalation.
Remember: your answer can be used to reassure the future traveler, whether it's your fault or not.

You can also come across absurd comments:
Aggressive Comment: "It is completely unacceptable to see ants wandering in the flowerpot!"(Almost true story )
Host Comment: "I'm sorry you did not enjoy our pretty tree-lined terrace. I invite you to choose a destination in Siberia or city such as Tokyo or New York so as not to meet or at least limit the local wildlife. "

On the other hand, if the ants invade a kitchen, or the rooms, we will not answer the same thing!

It is easy to answer the absurd, and your future travelers will also understand the absurdity of the comment, but it is more difficult when the negative comment is justified.

In this case, excuse yourself, bring a solution, even if the traveler is already gone, reassure the next ones. If a solution could easily be found during the stay, made it clear to the traveler that he could have warned you so that you could intervene immediately.

If the problem is external, explain that you can not do anything about it but that you go when to warn the neighbors (if they make too much noise for example), or to find a solution.

If you have stumbled upon an obnoxious traveler during the stay, and leave a bad comment ... You have the right to judge his behavior (you can note it), in order to not only justify and defend yourself, but also to prevent the next hosts. Hence the interest of choosing your hosts.

I hope these tips will help you. And do not despair, focus on your positives and take the opportunity to improve.