See if you are able to add a response on the review site- many will give you that opportunity. Leave a nicely, sparsely worded response that you wish they had contacted you to report any problems so you could correct them promptly. That would show you at least are open to having someone contact you, would indicate that she hadn't given you that consideration, and will not leave her critical review unanswered.
I would encourage you to do that as soon as possible. People will turn to the next listing, if they see a review that implies your guys left a mess. Do NOT criticize her in any way, and be careful not to apologize for leaving a big mess. What she describes sounds tiny, and she sounds obsessive - but you don't want to characterize her in ANY way. Just plainly indicate that you wish you had been given the opportunity to correct whatever you could. Often, a business that answers back like this will regain the respect of the readers and get you some business you might have lost.
· 3 months ago