So we have been getting great reviews for a few years now, our average score is around 9.0.
recently we got a 4.2 from an Austrian guest in German. I asked our manager what happened and he told me that they booked one of our large one bedroom apartments, but there were 4 guests, and they expected a 2 bedroom apartment. They claimed that it said they booked a two bedroom apartment on our website, but clearly that is not the case. Furthermore, my manager informed me that the Booker, did not stay, but his Filipino wife. As such, I wondered how we got such a scathing review in perfect German... obviously the Austrian husband booked, mistakenly thinking it’s a two bedroom, and the wife is disappointed and makes her complaint to the husband... he reacts by writing a bad review.
Can I do anything about someone writing a review, when they did not actually stay in the apartment.