Guest Rating Question

[Christina B.]

I just had a large group check out and our cleaner informed us that while most of it was what you'd expect from a large group, the bunk room had two sets of bloodied sheets, imprints on the black out shades, multiple chalk drawings on the garage floor, various towels used to remove makeup, various dirt handprints on the walls, and didn't run the dishwasher. I'm a little surprised because this guest has twelve 5-star reviews on AirBnB.

From reading the collective wisdom of this group, I know that all the above is small stuff. That you wisely build in the costs for replacement linens and towels (also offer black face towels), possibly don't use high-end top-down shades in the Bunk Room (although those black out shades match all the shades in the rest of the house and it's a high-end property), chalk can be brushed, semi-gloss on walls for easier clean-up... and yes, there are clear check-out directions to run the dishwasher provided via an online guest book, a physical guest book, and an email I send regarding check-out the day before they check-out. Let's not go into how gross the hot tub was for just a few days (but we all know that's par for the course with a large group of adults & kids) and yes, I factor the extra for drain & fill although in this case, it needed even more cleaning.

What I'm struggling with is what is the most professional way to reach out to the guest and to write my review? While I know that leaving no review is a possibility, they left us a review very quickly and my guess is it's a 5-star review since I went out of our way to not just answer her questions regarding recommendations for sight-seeing (and provide the links she requested) but to bring in more options (including a playset and keva planks) for the younger group of kids (since I realized most of our games were structured to a slightly older age range).