tinyE: WHY do I read the reviews on Trip Advisor!? Someone complains about something that didn't even happen clearly showing they are insane and I STILL GET UPSET ABOUT IT! OY!
If I remember right, as the manager of the establishment, you can respond. That will response will appear immediately following the criticism. What's more, I think you get the last word. I'd go with something like, "If you ever come back here, I'll kill you in your sleep; I have all the keys." Then again, I've never done PR for an inn before.