First off, put yourself in the customers shoes. Try looking at the situation (as they describe it)and figure out how you would react.
Secondly, respond. You have got to engage the customer on email or phone to see if there is anyway to resolve the situation.
Thirdly, ask the customer to re-post on the web site so the traveling public can see that you take these situations to heart.
Fourthly, you need to design a plan of action against that type of review happening again. This plan needs to be put in motion 24/7/52 not just that next week.
Fifthly, ask customers to post their thoughts on TripAdvisor and be prepared for what you are getting into.
Finally, follow your property on TripAdvisor. Take full advantage of the site.
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