The reviews system is being updated

Jenny
Online Community Manager
Online Community Manager
Galashiels, United Kingdom

The reviews system is being updated

dispute-reviews-XL_(1).jpeg

 

Hosting connects you to strangers from around the world that you’d likely never cross paths with if you weren’t a Host on Airbnb. Reviews are an essential part and natural conclusion to each stay – whether a Host rates a guest or a guest rates the experience they had during their stay, reviews are displayed publicly for everyone to see. With that being said, sometimes reviews left by guests may feel unfair. You’ve told us that you’re frustrated with the current reviews system, so we’re updating the way reviews work as a result of your requests.

 

Feel more comfortable hosting guests without worrying about the possibility of receiving a retaliatory review or not having enough info about potential guests with the following upgrades:

 

  • Learn how you can dispute retaliatory reviews under our updated reviews policy.
  • Flag reviews from guests who commit a serious policy violation or violate your house rules.
  • Read specific details left about guests by other Hosts—and leave these details when any guest stays with you. 

 

Early next year, we’re also introducing a chatbot to make it easier for you to initiate a review dispute—without having to contact Community Support.

 

The same process applies to the reviews guests leave for you. Guests will still choose one to five stars for their overall stay. They can now also add a star rating—and specify what went well or could have gone better—in several categories. Only your overall star rating is factored into Superhost criteria, so your star ratings and feedback in specific categories won’t impact your Superhost status. 


Read more about it on the Resource Center.

You're invited to our 6th Month of Celebration!  Join the party by clicking here!
Can’t find what you’re searching for?
Click
start a conversation to ask the Airbnb Community! 

124 Replies 124
Emilie
Online Community Manager
Online Community Manager
London, United Kingdom

@Sudsrung0 Reviews, whether written by Hosts or guests, are subject to the same policies and would only be removed for specific reasons, all outlined in those policies. Have you asked the Support team about this specific case before?

 

Thanks, 

 

Emilie

 

 

 

Vous ne trouvez pas ce que vous cherchez ? Cliquez ici pour Cliquez ici pour démarrer une conversation!

Can't find what you're looking for? Click here to start a conversation!

Sudsrung0
Level 10
Rawai, Thailand

@Emilie 

I didnt bother I wrote nothing wrong I didn't swear although I wanted to, I would have liked other host to know how bad this guest has been in my property,

I just wanted othe host to know this guest spent his life bringing Prostitutes everyday back to my apartment, 

Maybe you should put that in the search feature,

"Am I allowed to bring Prostitutes back to this property"

Stefano-and-Monica0
Level 2
Armeno, Italy

Hello Jenny nice to chat with you. 1 month ago I had a bad guest experience… I gave her a 2 stars review and at the moment in her profile she has again 5 ️…. The next host will not see the right evaluation. Probably was the same for me. Think useful investigating. Arbnb suppler answered that they have to contact the guest…….

Pippi1
Level 3
Auckland, New Zealand

I am finding that marked down reviews of problem guests  means that Air BnB still put them as 5* when is not what the review said. This is the same * rating they give to very good guests. It is very hard to rely on  past reviews when assessing a potential guest if you know it could be quite inaccurate...

Solveiga2
Level 2
Dublin, Ireland

Me as a host I am dreading all those new updates. **[Inappropriate content removed in line with the Community Center Guidelines]

it already takes me 2h to get my one room ready for the guests, and although the room is squeaky clean, the house isn’t. And I can’t afford to spend so much time cleaning all house every day.

unrealistic expectations primed by Airbnb during review process will result in unfairly lower review scores for hosts with increased pressure to be better, to bend over and backwards until the host or will stop giving a thing or will leave the system. 
I do a lot of extra for guests, so I am not the one who doesn’t care, but I can’t do any more as I exceeded my limit, I think the pressure on the host from Airbnb side is too much

Adriano78
Level 10
Seville, Spain

You are right, the more the years go by and the more the system of Stars and reviews becomes a nightmare.

Bhumika
Online Community Manager
Online Community Manager
Toronto, Canada

Hello @Solveiga2 ,

 

Thanks for sharing what you feel about the updates. But I would like to highlight that we are adding the ability for both guests and hosts to leave more details in their reviews. Guests will still choose one to five stars for their overall stay. Though they can also add a star rating in several categories, they are not mandatory to fill.

 

This can still be valuable for Hosts and help them understand what kinds of details to call out in their listings to set more accurate expectations with guests upfront. 

 

Bhumika,

Can't find what you're looking for? Click here to start a conversation!

Gillian166
Level 10
Hay Valley, Australia

@Bhumika  We hosts do not get any feedback from the reviews beyond the 5 categories they mark us for, even though the process actually has a lot more detailed info, this is never shared with us. 

 

 My listing description would be 1000000 words long if I had to start calling out details to set accurate expectations for city apartment non-homeowner types.  

 

and, let's all say it together:
g u e s t s   d o   n o t   r e a d! !

Gillian166
Level 10
Hay Valley, Australia

what I find a bit annoying, that should have been fixed, is that after you write a review it takes you to your Travelling homepage, or a "Refer Hosts" page, and not back to where you were, ie. the hosting Inbox. It's just annoying to have to do those extra clicks and also I don't like being advertised to by ABB all the time. I know you have a host referral scheme, do I need to have to pushed at me almost every day? 

 

The other option, to write other reviews, takes you to a page that shows you the outstanding reviews, but this isn't helpful either because i can't see the message history or the private note box where i might have made notes about the guest. So i have to manually navigate back to my Inbox (i have this saved on my bookmarks bar)

If these "upgrades" were being beta tested by actual working hosts, I believe some of these tiny issues would have fixed years ago. 

Bhumika
Online Community Manager
Online Community Manager
Toronto, Canada

Hello @Gillian166 ,

 

I am happy to see that your feedbacks cover all the aspects, even for the product side. I have made a note of it. Keep it coming 🙌

 

Bhumika

Can't find what you're looking for? Click here to start a conversation!

 

Kate721
Level 2
North Avoca, Australia

The new email format for a review isn't user friendly.  We host multiple properties and send all the emails containing reviews to our owners.  Now that the format has changed, the owner can't open the review unless they have an Airbnb account.   Why do you keep changing things, when they were just fine :-((

Fernando1561
Level 4
Sarasota, FL

I got a bad review because I had to make a claim for aircover, I guess that happens to everyone here, so if you made a claim, Guests gave you a bad review in revenge, even if they said everything is fine and then the review it says all wrong, airbnb says it can't be deleted, is there any news about dishonest reviews? Are they likely to be impugned with the new host benefits announced by CEO Bryan? because I already called Airbnb and the Agent told me that dishonest reviews can't be removed.

Leslie306
Level 3
Marsaskala, Malta

I have lost my superhost badge because of such issues. Its unfair for us host that we cant blame a bad guest because we already know what their revenge is. 

Gillian166
Level 10
Hay Valley, Australia

@Leslie306  you have a review with just a letter as the text, that is an unhelpful review and under their own rules that can be removed!

Leslie306
Level 3
Marsaskala, Malta

Hi Gillian, thanks. I will go through my comments and will flag it. I have already got rid of one unfair comment and I have another which is being reviewed by airbnb.

 

I still have two others to get rid of and I have proof that they had been written only as a revenge because I had asked the guests to be respectful 

 

Thanks again and have a nice day.

Emilie
Online Community Manager
Online Community Manager
London, United Kingdom

Hi @Leslie306

 

I'm really sorry to hear you lost your Superhost status because of some challenging experiences with guests! The updated policy aims to offer you more support in such situations - you might find the following part in particular interesting :

 

You should feel comfortable hosting guests without worrying about the possibility of receiving a retaliatory review.

You can request removal of any retaliatory review, regardless of how long ago it was posted. You’ll be able to flag reviews from guests who:

  • Commit a serious policy violation, such as damaging your property or overstaying their reservation
  • Violate your house rules – for example, by having an unauthorised party or event at your place

 

Thanks,

 

Emilie

 

Vous ne trouvez pas ce que vous cherchez ? Cliquez ici pour Cliquez ici pour démarrer une conversation!

Can't find what you're looking for? Click here to start a conversation!

Leslie306
Level 3
Marsaskala, Malta

Hi Emilie, today I have flagged two reviews. One of them had been removed immediately and the other one is up for investigation. 

 

I still have some other reviews to put up for investigation. One of the as a revenge had written that the apartment was full of humidity etc. As soon as I received a message from airbnb because for them it was a health and safety issue, I immediately sent the photos of every single wall and sealings of the apartment to prove that it was a false review, they understood but still unfortunately at that time it wasn't possible to cancel that false review.

 

 

 

Bhumika
Online Community Manager
Online Community Manager
Toronto, Canada

Hello @Fernando1561 ,

 

Thank you for sharing your concerns. You can request removal of any retaliatory review, no matter how long ago it was posted. You’ll be able to flag reviews from guests who: 

  • Commit a serious policy violation, like damaging your property or overstaying their reservation

  • Violate your house rules—for example, by having an unauthorized party or event at your place

You can check out more info here.

As far as dishonest reviews are concerned, we are trying to address this topic in an elaborated manner. Let me get back to you once I have some information about it. 

 

Bhumika

Can't find what you're looking for? Click here to start a conversation!

 

Bhumika
Online Community Manager
Online Community Manager
Toronto, Canada

Hello @Huma0 ,

 

I got your concern. In my response to Fernando , yesterday itself , I had  mentioned that I will get back to him with better information regarding dishonest reviews. Thank you for your detailed response, we are working on presenting relevant information in a better way.

 


@Bhumika wrote:


As far as dishonest reviews are concerned, we are trying to address this topic in an elaborated manner. Let me get back to you once I have some information about it. 

 


Bhumika

Can't find what you're looking for? Click here to start a conversation!

Huma0
Level 10
London, United Kingdom

@Bhumika 

 

Thank you for looking into it, but it would have been better if Airbnb had articles clearly outlining these policies prepared BEFORE they were announced, rather than the vague ones that have been published, especially regarding the policies that are apparently effective immediately.

 

I appreciate that it's not your fault and I am not trying to shot the messenger. It's just that we shouldn't have to ask the moderators here to investigate for us. What about all the hosts that do not use the CC? They will be even more in the dark...

Huma0
Level 10
London, United Kingdom

@Bhumika 

 

But you haven't answered @Fernando1561's question. He said he called CS about a retaliatory review from a guest who damaged his property (hence the Aircover claim) simply to be told that dishonest reviews cannot be removed. Several other hosts have posted about similar experiences trying to have retaliatory reviews removed since this 'update'.

 

Clearly, CS hasn't been briefed on this, or has been briefed to pretend they haven't been briefed. They are still referring to the previous review policy as if it hadn't been updated at all.

 

1. What exactly is the process on getting a retaliatory review removed? There must be a process right, other than just contacting CS and hope that you'll encounter that rare thing, i.e. a rep who has actually been trained on policy.

 

2. Where can we find more detail on Airbnb's definition of a retaliatory review, because the article you have linked to doesn't really explain this? How does CS determine, for example, whether a guest has committed a serious policy violation or broken house rules?

 

For example, I have, in the past, had guests who seemed perfectly happy with their stay (and stated as much), but caused damage and became hostile when I brought it up. I did not ask those guests for money and did not open a claim with Airbnb, so does that still count if the Airbnb messaging thread shows what happened, or does there have to be a claim? 

 

If the guests threw a party, does the host have to have reported it to Airbnb at the time, in order for the retaliatory review to be considered for removal? This is a tricky one, because it seems that it is the HOST, not guest, who gets punished (e.g. by suspension and cancellation of bookings) when they report a guest threw a party.

 

There are so many gaps in the explanation of this policy, as well as potential loopholes for CS to get out of even considering removing the review.

Explore Resource Center articles

Making your home ready for guests
Tips from Airbnb plus hosts: How to add thoughtful touches
Supporting guests during their stay