Guest star ratings have disappeared even though I have instant booking turned on

[Yan3]

Fellow hosts, have you noticed that Airbnb has removed the guest star ratings? Even though I have instant booking on, the ratings do not show up any more. That's yet another useful feature taken away. 

[Ana1136]

@Yan3 Are you sure the ratings have disappeared or maybe the guests that book are new without ratings and you are confusing them.

[Jennifer1421]

@Yan3This is something I've noticed recently, too. Not sure if it's new, or if I'm just not the most observant person. I sent feedback about it just last week.

What I've found is that the guest's star ratings are not visible until after a reservation is confirmed. Prior to confirmation, the number of reviews show, then after confirmation the "average star rating" appears.Not sure what good that info does us "after the fact".

Star ratings are information that we are required to provide for our guests, and it seems to me that if the platform has this information, they are obligated to disclose it prior to hosts and guests entering a contract.

[Emilia42]

@Yan3, @Jennifer1421 , @Ana1136 

This is what I see now. I can see the overall rating but do not know the individual categories. I am waiting for a guest with below a 5 star average to see what that looks like.

[Jennifer1421]

Hi @Emilia42 

This is how mine appear:

Even on her profile, after confirmation, there are no star ratings visible:

This is on the browser, not the app. I see you have a "clickable" average star rating line on your confirmed reservation. As you can see from my screen shot, even once the average rating is disclosed, it is not clickable. It was once, I think, but it is no longer available information.

Was the star rating viewable prior to confirmation for you?

[Emilia42]

@Jennifer1421, when I click the star rating link it brings me to the profile where I can read the reviews but cannot see any actually star ratings.

I am not really sure if it is available prior to confirmation since 98% of my bookings are instant book/automatically confirmed.

I just looked at an inquiry from 5 days ago. Star ratings are not available (only the reviews.) This is an inquiry though, not a booking request.

[Emilia42]

P.s. The "16 reviews" link brings me to the guest profile. No star ratings.

[Jennifer1421]

Interesting...mine above was an inquiry, as well. This guest is a return one, so I like to send special offers to good returning guests. Hopefully, I remember to screen shot the next request/confirmation combo that comes in to see if it's the same. I would expect that it is, but who knows? Like you, most of mine are instantly booked, so the issue doesn't crop up much.

When it does, though, the star ratings would certainly make our decisions easier, no?

[Ann489]

@Yan3     this is what is happening on my end. 

https://community.withairbnb.com/t5/Help/Another-glitch-acessing-guest-s-individual-star-ratings/m-p...

[Jennifer1421]

@Ann489 

"When you let guests book instantly you'll be able to see how other hosts rated them..."

Perhaps they should add: "...in theory. In practice, not so much."

[Ann489]

@Jennifer1421     good one!  LOL     But seriously...this is becoming pretty frustrating, sigh....nothing seems to be working as it is supposed to.  😛

[Jennifer1421]

@Yan3 @Emilia42 @Ann489 @Ana1136 

I've just checked on my app, and I AM able to see my guest's star ratings, broken out individually as to category, on it. I wonder if this difference is a "gentle nudge" toward getting us all to use the app. Unfortunately my eyesight is not up to using my phone, except if I really have to, so I really hope it's not a nudge.

Here's hoping I remember not only to screenshot the next request that comes in (before and after confirmation) on my computer, but to check how the request appears on the app as well.

Hmm. Not the first time I've noticed functionality discrepancies between the app and the browser.