Erroneous Review Rating

[Narciso-N-0]

A recent guest** reviewed me with the following breakdown:

4 stars - check-in
4 stars - location,
5 stars - cleanliness,
5 stars - accuracy,
5 stars - communication
5 stars - value

But gave me 1 stars Overall. Because of this my overall rating went down to less than 4 stars.

And because of that I was suspended.

I talked with the guest and she said she never gave me a 1 star rating overall but 5 stars overall. She had the review deleted.

Why am I still suspended?

Why is Overall rating not reflective of Individual ratings - what kind of rating is that?

**[Sensitive information removed in line with - Community Center Guidelines]

[Joelle43]

Hello @Narciso-N-0 

The overall review is a separate criteria and is the king to the ones you list above and when a guest makes a mistake in any of their star ratings and even if they call CS, the only solution offered is to withdraw that review even if it's obvious as in your case, that the overall review makes no sense whatsoever if you take into account the obvious satisfaction of the guest.  Really frustrating - has happened to me twice but thankfully not for that all important overall review.

I'm glad that this 1* overall review was removed as this was definitely the only choice available to you

I went onto your listing and it doesn't seem to be suspended as I can book your place so good news there🙂

Joëlle

[Narciso-N-0]

Thank you for the response.

But on my side, may 5-bedroom listing is still suspended.

I have 2 listings, maybe what you saw was the 1-bedroom listing?

I have cleared my cache and logged-in again, I still have my 5-bedroom listing suspended.

I am a superhost yet the airbnb support for superhosts takes them a very long time to respond.

And when they do, we go in circles.

[Joelle43]

Yes you're right unfortunately @Narciso-N-0 - so sorry for you😢 I am only seeing one of your listings under your profil page and not that all important 5 bed house.

For the listing that has been suspended,  under Insights and then all the way down there is a section called Listing issues, is there any information available as this is where you should see any issues concerning that listing?

Do you know if you have a ticked open so that a community manager may jog things along for you? @Bhumika 🤞

So that wrong 1* review was for the 5 bed listing and the suspension can only come from this guest, is that correct?  So even if the  review was removed by the guest, the suspension remains?

[Narciso-N-0]

Hello.

Last August , someone reported me that the house had molds. But it was only a smell.

I was given a warning. So I made sure the house was free of molds.

But the warning came with a condition that if I am rated below 4, I may be suspended.

I am a Superhost as of this writing, or maybe just before the suspension. That was proof I made sure the listing was keeping to standards.

So this guest last Dec 8-10, she gave me good ratings but somehow her overall rating was 1 star.

I asked her why and she said that was a mistake, she gave me 5 stars overall she doesn't know why it became a 1 star.

So she called Airbnb Support and asked the rating to be taken out. She could no longer revise because she reviewed in the last day of review.

She was told I the suspension will be lifted automatically.

But so far, and as usual, we are going in circles.

And until now my status for the 5-bedroom listing is suspended.

[Narciso-N-0]

Airbnb should really find a way to go around automated decisions.

Also, the rating scheme should be changed, Overall rating should reflect the rating of check-in, cleanliness, location, communication, and value.

Otherwise, revenge ratings, for example, could be easily masked because of the "Overall rating being independent" of the somehow objective parameters (but which are in fact also subjective).