Star rating entered in error

[Ollie226]

I am a new host in a very competitive market in Kilkee, Clare, Ireland. The ratings have been 5 star so far which is encouraging. However a guest recently left a 4 star overall rating in error. The guest had given 5 stars for cleanliness etc. up to that point and pressed the wrong button before submitting the review which had been very positive. The guest has tried on two occasions to correct it with no success. I have been in contact with the platform with no success. I know Airbnb will not do it for me but the rating has hurt the business as my listing has gone down as a result of this genuine mistake

[Helen3]

Hi @Ollie226 

Neither a host or a guest can alter a rating once a review is published you can only ask Airbnb to remove a review .

[Ollie226]

Hi Helen

After getting by AI generated answers I was told by one of the support team that the guest can edit a review within 14 days and she tried that without much success. I was told by another agent not to be " harrassing " the guest. They can see the messages between us and what the guest is trying to do. Common sense isnt common anymore. Thank uou for the reply.

[Shelley159]

Hi @Ollie226 

What the Support agent meant, was that a guest can edit a review for 14 days (at which point the review is published), or until the host has also left a review (at which point both reviews are published).

Once they are published, they cannot be edited. However, as @Helen3 has said, the guest may always ask Airbnb to remove their review. The 4 stars will then be gone, but the guest cannot change it to 5 stars or submit a new review.

Here's the full story:

Editing a review - Airbnb Help Center

[Helen3]

Hi @Ollie226 

If you look at information on the Airbnb Help Centre you can see that hosts and guests can only edit reviews within 14 days IF reviews have not been published .

in your case it's clear that reviews have been published so this won't be possible 

it would make no sense for hosts and guests to be able to alter ratings once they have seen what each other have posted .

i would always use the Airbnb Help website to help you understand their policies rather than using AI.

The guest has left you a lovely review and four stars so I don't agree it's likely to be affecting your business . 

[Ollie226]

Thank you Helen. The guest got the review deleted. It is a pity that this was the only solution