It looked like reviews from guests are not being posted. I contacted customer service via email and they said it was a technical issue and they would not be providing me with any updates.
After bringing this up in a hosts forum, another host mentioned that this is a problem she is having and that reviews are being pushed to the bottom, out of chronological order. Many hosts commented that this has been a recent problem they are frustrated by. After bringing this to the attention of Customer Service, who should have been aware of, or been able to find this on their own, I was told that according to policy, they would not be helping further and that the case was closed. No policy was shared with me so I have not been informed on why I am not receiving any more assistance.
After I was told that an un-named policy meant my case was closed, I phoned to try to get clarity. The agent I spoke to says that actually, reviews have always been posted out of order. All my reviews, up until recently were in order of year--most recent to older--with the exception of a bad review that I understood, according to policy was made less visible due to being an anomaly. Airbnb agents have provided conflicting answers. First, I was told that it is a technical issue that will go on for an indeterminate length of time. Next I was told that it is the way that reviews have always been posted and no one can/will explain why it's only happening now to my account, nor should I expect any explanation.
Going by incorrectly posted review dates, it would appear as though I have no recent bookings and that my property is in decline. The only recent review posted at the top is by a strangely angry guest who left an untrue review saying the apartment is barely furnished. Though if potential guests read back, they'll know his review is an anomaly and lacks veracity. Meanwhile all my recent reviews are good but not visible unless you scroll back before 2016.
I actually suspect that this is an issue internal to Airbnb that they are making various excuses for because they don't want to put the resources into resolving it.
Further, this is only one example of how inadequate Airbnb customer service is. No ability for the agents to problem solve, no willingness to provide complete information. In trying to understand where this issue was at, instead of agents responding to a specific question, I received scripted messages without any acknowledgement of my question. The scripted responses are long winded and entirely meaningless, rarely actually responding to the content of the inquiry I am making. They frequently end with "Please do not hesitate to let us know if you have any other questions—we're always more than happy to help!" This is obviously scripted and meaningless since no one is actually able to help. One agent even repeatedly signed off "Daisy with love". Rather than these empty sentiments, I would prefer an actual response to my issue and a customer service agent who is going to work with me, as an agent should. I wonder if you are providing inadequate training and you are not empowering the agents with enough information and encouraging them to problem solve. Or are they so poorly compensated and treated that they are uninvested in providing actual customer service?
