Not commenting on the reviews but the management responses looked just fine. They addressed the issues and the reviewer..
I agree that for the most part the owner's responses are fine... What gets me is the horrendous spelling and grammar...
Having been the recipient of a less than glowing review that was not deserved, I know it is tempting to "lash back" at the reviewer and inform other readers of the review that the person was mistaken or was being spiteful or was just plain an idiot (or whatever)... but it is ALWAYS important, IF responding to a negative review, to word the response in a clear, polite, and professional manner and in such a way that might highlight something positive (for instance: "We appreciate Mr Guest pointing this out. We have done [ fill in the blank ] to remedy the situation." or "Information regarding this policy is clearly stated on our website. We will gladly answer any questions by phone or email; and we are always happy to accept comments or suggestions!")
However, if there is no way to respond with something positive, OR it is something you cannot or will not change, it is probably best to say nothing at all. Otherwise you risk sounding petty...
ALSO, besides the content of your response, you should: 1) read, re-read, and re-re-read the review, 2) write out what you REALLY want to say in response (especially if you are truly upset by it), 3) think about the situation from the reviewers point of view (why did they feel the need to share this online?? was their review true??), 4) rip up what you wrote in #2, 5) write, edit, re-edit, and re-re-edit your actual response (**check spelling and grammar**), 6) wait a few hours or a day before actually posting your response and be sure to read over it again before posting.
Responding to a bad review is kind of like an advertising opportunity... how you respond is a reflection of you and of your Inn.
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