No, AirBnB can do nothing because the Quality Management simply do not care. You can only hope that some support agent with the help of a case manager, personally decide to pull the rating out of the kpi funnel.
The whole rating system of Airbnb it's pretty distance from the idea of "quality" and is structured in a way that no matter what, you will always suffer it.
- Airbnb do not have a policy for ratings, only for review. When you call to complain about a rating, 9 times out of ten a support agent will quote the review policy, which have no connection with the ratings.
No host truly care about the reviews, because you can simply write a response and because those are not used by Airbnb to judge your operation.
- Airbnb has a deeply unfair and dishonest attitude in regards of ratings. In their T&C they state:
"Ratings or Reviews reflect the opinions of individual Members and do not reflect the opinion of Airbnb. Ratings and Reviews are not verified by Airbnb for accuracy and may be incorrect or misleading."
Under a certain point of view, this statement it's offensive. Because in the moment in which you use the unverify rating of a guest to judge an honst, you are making that opinion, your opinion as well.
The fact that a quality managment use a rating that define as possibly inaccurate, incorrect or misleading, to define the level of your quality, as former quality manager, is the most absurd thing that I have ever heard.
I'm curious to know if airbnb employees are subject to the same unfair system of judgment.
The problem could be easy to solve as other companies have dedicate employee that ratings particularly low in order to determine if the rating is objective or not.
For exemple a 3 because a guest do not find something that is stated to be not available in the listing/rules of the house, it's a rating that can not be kept in the funnel, keep it is dishonest and unfair.
