Casa frente a la playa de 4 recámaras directamente en el río Mira

I just want to clarify a few things. This guest was from a different continent and time zone, so before her arrival she messaged me in the middle of the night (usually between 2–4 a.m. my time). I always replied as soon as I woke up. Once she arrived and we were in the same time zone, I consistently replied within minutes (usually 2–5mins). As for my tone, I communicate professionally and respectfully, which is how I communicate with all guests. It’s disappointing to receive a negative review based on that, especially when respect and courtesy were always intended. I’d also like to clarify that this home is our family cottage, purchased years ago so our children can spend time with their grandparents up the street. We fully declutter, remove our personal items, and deep clean after every stay to ensure guests feel comfortable and right at home; which guests appreciate. You mentioned in your message to me that the house was “PERFECT.” We’ve always received 5-star reviews across all platforms, so it’s upsetting that our first negative review is based on messaging tone and not replying during the night while I was asleep. It’s unrealistic to expect hosts to respond while asleep, and disappointing to be judged for my writing style. Nonetheless, I will look into setting up an overnight auto-reply, as my goal is for every guest to have an exceptional experience. I haven’t used one in the past because they sound “business-like” and I prefer to personally reply to guests.