Amazing 1 Bdr Condo @ Beach Resort - 400 ft from Beach

Hi, there are multiple false claims that need to be addressed - 1. Initially, regarding check in and communication. We had to sent the same messages to the guest multiple times regarding check in as well as its on the platform as well. Yet, she continued to ask the same questions about check in. 2. We offered an extension to the guest, but the guest never paid to confirm, which we asked her multiple times to do, and as we never heard back from her, we assumed she wasnt interested. 3. In regards to the listings about elevators, etc - once again I think she was either confused or mis read our listing. We dont advertise any elevators and never did(so I dont know where she gets this claim from) and explicitly state that the unit doesnt have AC and that we arent stocking any food/products in the unit. Tbh, communication was a little difficult as she did not really use the VRBO app/website for communication and we had to repeat many things for her.

We had an unpleasant experience with this guest and her review was in retaliation for us rejecting her threat of a negative review if we didnt give her a discounted price. We are super hosts w/800+ 5 star reviews on Airbnb and an average score of 4.9/5 for the same listing. Unfortunately, VRBO doesnt allow contesting false claims and her review is full of them based on her illogical "assumptions" without any proof. In regards to her "assumptions", 1. Does it make sense that there would be just 1 key type that opens all the apartments/units in the entire complex and everyone has access to that? This is a frivolous assumption she made up without any proof or an obvious understanding of the basic knowledge of locks. She never brought up any concerns with us during her stay about this issue.. Ask any locksmith and will tell you make keys that are uniquely individualized to an apartment, while still giving access to common areas like gate doors, laundry, Gameroom, pool area, etc. 2. In regards to the beaches, I dont know how the guest made this assumption? There are multiple beach access points, but the closest one to our unit is literally across the street from our complex and a 400 ft walk. This is easily verified by just looking on google maps. Her review was the overexaggerating based on a lot of false assumptions and this was motivated by her desire to take advantage of Vrbo's review process to get a discounted rate.