Wohnung direkt am Strand von Miami Beach: 1 Schlafzimmer, 1 Badezimmer, kostenloses WLAN und kostenlose Parkplätze

Exactly. Since you own/manage only the individual unit, the response should clearly distinguish your unit from the hotel’s common areas and valet operation without sounding defensive. I’d respond with: Thank you for your feedback. We’re sorry that your overall experience did not meet your expectations. We would like to clarify that this is a privately owned unit located within the hotel, and we do not own or manage the hotel, its common areas, maintenance, or valet parking services. We are responsible specifically for the condition and management of our individual unit, and we appreciate your feedback regarding the room. Concerns regarding the hotel property and valet service are unfortunately outside of our control. We remain committed to providing our guests with the best possible experience within our unit.

In that case, I would not apologize for the cleanliness, since that would make it sound like you’re admitting the unit wasn’t clean. I’d also avoid saying she was “terrible at communication” publicly. State the facts professionally: Thank you for your feedback. We would like to clarify that the unit was thoroughly cleaned and prepared prior to your arrival. While there is no trash can inside the unit, there is a designated trash chute conveniently located down the hallway, and building security provided instructions on where to find it when assistance was requested. Regarding the elevator, our unit is privately owned within the hotel, and the elevators and other common areas are operated and maintained by the hotel and are outside of our control. We always encourage guests to communicate any concerns during their stay so we can assist whenever possible.