Incorrect progress reporting by AirBnB

[Pauline394]

Hi all, 

I am relatively new to hosting but have now welcomed around 20 guests and all have given me a 5* review with 100% of guests submitting reviews.  However, AirBnB are reporting that only 21% of guests have posted reviews which would mean that I don't get my Superhost standard on 1st July.!

Has anyone else encountered this problem and, if so, how did you resolve it?

Thank you in anticipation....

Pauline

[Louise-And-Martin0]

Hey everyone, looks like normal service is resumed! 🤗🤗🤗

[Alon1]

@Louise-And-Martin0 @Pauline394 

Yes, it's been corrected.

The information fed above to Pauline by Customer Service re 'mid July' was palpable nonsense.

Airbnb wouldn't take weeks or after SuperHost evaluation July 1st to sort it out.

if they did, given everyone reported below 50% Review rate requisite for SH, it would have wiped out all SHs round the globe.

The glitches normally only take hours or few days to sort out.

[Stephanie]

Hi @Pauline394 et al,

Thanks for reporting this issue - work began on the fix over the weekend. Glad to hear it is working as normal for some of you already, will share once I get official word from the team.

Thanks again,

Stephanie

[Alon1]

@Stephanie 

Stephanie,

Please note after last week's repair, this glitch resurfaced today!

Last week it reduced my 78% to 16%.

Today, it's manifesting as 32%

Trips reviewed

Superhosts are reviewed by at least 50% of their guests in the past year.

You 32%

Target 50%

I assume it's again hit everyone else, and now its more urgent to fix because of the latest Quarterly Asseessment. 

[Amy1050]

Alas, I also am once again experiencing this glitch.  Everything has been OK for the last week until today.  Now I'm, once again, being advised that I may lose my Superhost status because of a incorrect low number of reviews and a rating average that is falsely low on one of my listings.

Can  B&B please fix this glitch ASAP?

[Emma725]

Host in uk I have got a listing that is showing that it has dropped to 4.6 despite 5 star reviews in opportunities and requires attention but is fine in progress

[Leone14]

Hi, I have had very many bookings this year and get reviews emailed to me constantly, yet my progress shows that I have had no reviews or ratings! It is the first time I had looked at it, hoping that I can now qualify for superhost status. What a come down! Any advice please?

[Lizzie]

Hello @Pauline394 , @Leone14, @Emma725, @Helen350, @Alon1, @Susan151, @Paul41, @Rachel177, @Bongo0, @Joanne-Flynn0, @Sophie1034, @Susan17, @Brad172, @Christin23, @Azhar5, @Ann489, @Vivien67, @Lynne57, @John1902, @Amy1050, @Valori0, @Natalie487, @Sarah977, @Kittie-and-Chris0  @Simone473, @Maureen326, @Pauline394, @Louise-And-Martin0, @Sara196, @Anni11, @Adriano78, @Phanita0, @Lyn3, @Nans-and-Donut0  @Cormac0, @Paul577, 

I hope you are doing well.

As a few days have passed I just wanted to update you again on the progress. The product team are continuing to fix this and so more and more of you should now see your Trip Review percentage back to normal. The team are still working on this, so if yours hasn't updated yet, it shouldn't be too much longer. 

Thank you so much for you all your patience and please do continue to let us know what's happening on your end. 

Lizzie

[Rachel177]

@Lizzie thanks for getting back to us. My performance dash has been correct for the last few days.

There seem to be lots of other bugs still out there that hosts are talking about on the CC. Some are relating to the change to the "Rooms & Spaces"  section of our listings. I had my "visibility for guests" for my location unticked so guests were receiving my details immediately when booking. And some hosts are getting IB bookings from guests with no ID verification which is contrary to the booking settings they have. It's frustrating to have zero communication when new updates are rolled out and hosts are left to discover countless bugs. 

[Lyn3]

@Lizzie 

Thanks for keeping us posted, Lizzie. Just letting you know that mine has been fixed, 

much appreciated.

[Alon1]

@Lizzie 

Please note my update comment to Stephanie above. @Stephanie 

This glitch has resurfaced. 

Please notify Airbnb a.s.a.p.

[Lizzie]

Aw good spot @Alon1. Thanks so much for flagging to me. I know they are still working on this.

We will continue to keep you posted.

Thanks again, I hope you are well. 

Lizzie

[Alon1]

@Lizzie 

Lizzie,

Thanks for reply.

If they don't sort it by end of assessment period, they will end up with no Super Hosts

because everyone who reported noted less 50% 

[Lizzie]

I am really sorry about this @Alon1 and that it is causing concerns to you and others. 

I just highlighted this back to the team working on this, as I believed this was just about fixed for everyone. This is certainly a pesky one! 🙂

I believe this is a display issue rather than anything in the backend, therefore superhost criteria shouldn't be impacted.

I will keep you updated on this once I hear more.

Thanks again,
Lizzie

[Alon1]

@Lizzie 

OK. Thanks!