Hi
Can anyone help. My guest stayed for 3 weeks and absolutely loved our airbnb property. He is returning in 10 days time for another month and also wants to book on a monthly basis for the next 12 months. His company who made the booking rated my property as 5 stars for all the individual ratings but one (wich they gave 4/5) but made a mistake when rating the overall experience and chose 1 star when they meant to rate it 5 stars. Unfortunately, I sent my review before they had managed to correct it and so it's not posible to change it now. I have contacted airbnb about the problem and am waiting for a call back from them. The guy I spoke to during my original call didn't give me much hope that it will be rectified though.
The consequences of this error means we now have an overal rating of 4.3 instead of the 5.0 we had and still would have if our guest had not ade an error. This not only means we will not get our Superhost status we were on track for but have received an email from airbnb stating that we are now close to the bottom 10% of all airbnb properties and if we dont improve our hosting we will be suspended!!!
We have been working very hard to make our guests stay at our property as perfect as posible and are really upset about this sistuation. It's clear from the guests review and subsequent messages that they made a mistake so surely we shouldn't suffer because of their error!
Has anyone else had a similar experience? And if so, did you get any help from airbnb?
Kind regards
Steph and George