A careful first response
What to do next.
- Check the reservation: was it cancelled, a no-show, or did check-in never happen?
- Save the reservation status, check-in records and any messages
- Request removal on the ground that the review isn't first-hand
- Keep it factual: dates, status, what happened
- Don't reply publicly with accusations
What helps
A cancelled reservation, a smart-lock log or check-in record that shows no arrival, and messages that show the guest didn't come.
What doesn't
Disagreeing with what an actual guest experienced. If they did stay, the review is judged on the other grounds — like extortion or content policy — not on whether it's fair.