The biggest mistake most newbies make when getting their first negative review is responding right away with a knee-jerk reaction, thus letting your emotions get the best of you. But here's the problem: your response will be immortalized in time. And the way you handle adversity (in the eyes of future guests) can either add value to or detract from your character. So relax! Commit to waiting at least three days before you respond. Feel free to vent your feelings in MSWord, trash talk about the guest to your spouse...etc. But promise not publish anything for at least 72 hours. Deal?