I recently received my first ever 3 star review (after 230+ reviews with an average 4.8+ out of a possible 5 star average.)
"After trying to challenge that review, the AirBnb support person I discussed it with wrote:
The thing about our published star ratings is that once they’re out there, no one can edit them. Not even us. This is one of those situations where our systems automate the whole process and we can’t touch it."
I responded:
"Well I'd have to say that this is a rather pitiful, inflexible, and short-sighted policy decision by AirBnB's management!"
I've been doing this for over 3 years, I am a _double_ SuperHost (on 2 properties) and I've had 230+ reviews with a 4.8+ average review rating!
I've been doing this long enough that I have become well aware that a very small minority of guests are impossible to please despite major efforts to go above and beyond in an effort to meet any reasonable expectations.
There should be a policy to enable a host to have perhaps one or two reviews a year deleted in order to help balance out those of unreasonable guests!!
I have no idea why I have to come up with better ideas for AirBnB! Management should have the common sense to implement suggestions like this without a SuperHost having to provide them!
My suggestions is an obviously better policy than the "Sorry, we can't do anything" cop out policy (which we both know is utter nonsense! - AirBnB could easily implement a change such as I have suggested!)
Please forward this suggestion to someone in management. I don't have much faith that they will be responsive, but who knows? Maybe someone in the "Ivory Tower" will realize a good suggestion when they see it!?"
I hope other Hosts will echo my suggestion and, hopefully, get AirBnB management off the dime!