Overall Rating on Listing Not Changing

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Overall Rating on Listing Not Changing

Hi, I was wondering if anyone else has experienced this issue before with their overall rating not changing on their listing. I have received 19 consecutive 5 star reviews since my last 4 star review, but it hasn't affected the overall rating, which remains at 4.92. All other categories, such as cleanliness and accuracy, have received 5 stars, with only the value category at 4.9 stars. I reached out to Airbnb support, and according to their records, my listing has an average rating of 4.97.
 
However, despite escalating the issue, I have not received a response for weeks. When I called again, they informed me that they do not have access to view this discrepancy. Do you have any tips on how to reach the appropriate support team?
Top Answer
Mike-And-Jane0
Top Contributor
England, United Kingdom

@Krystle38 Can I check a few elements of understanding:

1) Were the 19 consecutive reviews for the overall rating? It is ONLY the overall rating that contributes to your 4.92 rating

2) I wonder if support are looking at the Superhost stats when they gave you the 4.97 figure.

 

Doing some sums:

 

You have 65 reviews and an average of 4.92

If we go back 19 reviews earlier when you said you had a 4.92 rating

46*4.92 = 226.32

If the next 19 reviews were 5 stars then

226.32 + (19*5) = 321.32

giving an average of 321.32/65 = 4.94

 

So I suspect there is a misunderstanding as per item 1 or 2 above 

 

 

 

 

View Top Answer in original post

16 Replies 16
Cha5
Level 2
Fort Walton Beach, FL

I have the same experience, when my guests give 5 stars on all categories, but the Airbnb platform only shows 4 stars.  😔

Cha5
Level 2
Fort Walton Beach, FL

Over all .