Guest wants to change their review

LaDonne0
Level 1
Austin, TX

Guest wants to change their review

Hi all!

My guest gave me a great review but accidently clicked 2 instead of 5 stars which brought my rating way down. We're both new at this..how does she change her 2 stars to 5 stars??

Thanks!

11 Replies 11
Lawrene0
Level 10
Florence, Canada

She can call Airbnb if she wishes to try to change it, @LaDonne0. Tell her to google "contact Airbnb" for her country. 

Thank you Lawrene! Well, apparently Airbnb will not allow guests to change or modify their review or stars once submitted. This is just awful because it may affect my bookings 😞 if you know of any other resolution I'd be grateful to hear it 🙂

Robin4
Top Contributor
Mount Barker, Australia

@LaDonne0......Well, it depends. If one review has been received by Airbnb and the other has not, the person who has sumbitted a review has 48 hours to change it! But once both reviews have been posted, that's it..... no further alterations can be made.

This is to stop the 'vendetta' responses to a poor review, which I think we can all undertsand.

Here are the rules regarding review changes.....

Editing reviews.png

In general the review system is automated and cannot be changed and if there has been a mistake, if the party who made the mistake contacts Airbnb and explains something may be able to be done.  I don't think the star rating can be changed because that forms part of the platform algorithm structure and they won't be able to alter the review itself, but they may be offered a way around it. I did hear of a guest who was offered the ability to give a response to their own review, so, if you get the right helpdesk person it is possible to make certain alterations.

 

I am including the link to the 'How can we Help section of Airbnb below. There is a lot of really good information to be learned on this link by just typing a brief question into the search bar and just about all of us should spend an hour or two every now and then to make sure we are up to date with rules..

https://www.airbnb.ca/help/topic/358/host-guarantee---host-protection-insurance

 

Cheers.....Rob

Thank you SO much! very helpful 🙂

Dennis-And-Gwen0
Level 3
Mornington, Australia

@LaDonne0 I would sure that there is a message from the guest outlining the mistake they have made and then I would contact AirBnb via Twitter to ask them to make the change. It is not in AirBNBs best interests to have your property rated low. You will get more bookings and they will collect more fees if the error is corrected. 

Thank you so much for your feedback! 🙂

Anita105
Level 2
Birmingham, United Kingdom

I am having the same problem, and I have yet to contact Air about the mistake. My guest was lovely, really appreciated all of the last minute changes we accommodated and meant to click 5 stars for overall experience, instead clicked on 2. He has left a really positive review so I am hoping that that will go in our favour as far as getting support from Air for this request for a change goes. Will update...

Kate611
Level 2
Nags Head, NC

I just contacted AirBnB as a host and was told once the guest leaves a rating it cannot be changed.

 

THIS IS RIDICULOUS AND JUST UNACCEPTABLE!!!!

Hi @Kate611 , if your guest made a mistake and now wants to change their review, it will not be allowed. However Airbnb will sometimes remove a guest's review if the guest requests it. When I first started hosting I had a guest leave me the most lovely written review and 5 stars for the overall rating. However she submitted 1 star for each of the subcategories (cleanliness, accuracy, etc.), along with explanations explaining how wonderful everything was and how much they wanted to come back 🙄...  I contacted the guest via Airbnb messaging and asked her if it was maybe a mistake since the category stars conflicted with the written reviews and the overall stars, and if not what could I do to improve the place for the next guest. She was horrified--she thought she submitted 5 stars for everything--and wanted to submit a new review. I told her I would get in touch with Airbnb and see what could be done. They eventually contacted her and got her permission to remove the review (would not let her change it). It took about a week and a lot of waiting for replies... but I was satisfied with the result.

Was the guest able to resubmit a corrected review after the incorrect one was deleted?

Mike-And-Jane0
Top Contributor
England, United Kingdom

@Kate611 No - if the review is deleted that is the end of it.