Rating not posted in July 2019

[Diane749]

My issue is ratings that began last month July 23/2019.  I had a guest leave a rating of 5 star rating, they will not update my listing. I was advised through Air BNB updates would be posted at  end of July 2019.  Nothing to date August 24,2019.

I have a series of emails and messaging with Customer Support they have never updated my guests rating to my profile. Anyone know whom deals with this the CSR's have been more than helpful in confirming it will update in "due time" but still no resolution to the outstanding rating. When I ask for a definition of "due time" nothing, they cannot provide a time frame.  Anyone else have these problems with Air BNB lately?

[Kath9]

@Diane749, reviews are automatically posted as soon as you leave a review or after 2 weeks. Nobody 'uploads' it, so either there has been some kind of glitch in the system or the guest didnt leave a review. How do you know the guest left you a 5-star review? Did they tell you they had or were going to? Maybe they didn't leave one at all.

[Diane749]

I have been told by 3 CSR at Air BNB that a 5 star rating was left  no review. However the 5 star rating is not appearing.  First rep told me end of July, 2nd rep. escalated, 3rd rep said in "due time", with no definition of due time.

[Sandra856]

Hi @Diane749 🙂

It is not possible to leave stars without a review. Are you a new host because the stars won't show before after the 3rd or the 5th review (I can't remember if it is 3 or 5).

I can't look at your listing as there is a bug with the community. It shows an error when I try. 

Please read under help how the review system works. No one uploads reviews. They are posted automatically. 

Kind regards Sandra 

[Diane749]

As I stated I have been a member for four years.  I meet the  criteria for reviews.  As stated 3 CSR's from Air BNB are confused as to why rating not showing> A bug, just Customer service from Air BNB is very low right now.  As far as your comments regarding reviews I understand they are performed at the end of every  month.  Air BNB having a lot of glitches lately and each incident becoming more serous in those glitches. Have you experienced any poor Customer Service other than today when trying to view  my listing.

[Sandra856]

@Diane749 they are not uploaded at the end of the month. Both the host and the guest got 14 days after check out to write a review. If only one part writes a review the review will be posted after the review period is over. And then it is to late for the other part to leave a review. The review system is blind and if you want to read about how the system works you can read all about it in this community. I can now see that you have 3 reviews. The guest got as I wrote 14 days to leave a review. The CS has done quite a horrible job telling you how the system works.

Best, Sandra 

[Diane749]

Sandra you are speaking to reviews, I didn't say reviews I said ratings. I am aware of how the review process occurs.  The information being relayed through Air BNB CSR's is regarding ratings.  Have you experienced any poor levels of customer service this summer and problems with bookings, account settings, etc...?

[Sandra856]

@Diane749 I don't think I understand what you mean with that no review was left only a 5 star rating then? 

[Sandra856]

@Diane749 @ The ratings are updated instantly when the review is published. The ratings are a part of the review and they cannot be separated from each other. 

[Diane749]

Yes my guest said they only had time for a 5 star rating they went through the process didn't write anything and it is  not published.

[Sandra856]

@Diane749 It is not possible to submit a review (and they always include the ratings) without writing anything. Maybe your guest was to busy and is confused about what he actually did and didn't submit the review. It seems to be an option. I have been a regular in this community and I'm also an experienced host and I have never heard of ratings without a review. It is simply not possible. The answers you have been receiving from those CS people you have been talking to doesn't make sense at all. My guess is that your guest never submitted a review as it is not possible without writing anything. 

[Diane749]

I didn't get that from the guest I received that the first CSR at Air BNB whom advised me there was a 5 star rating left by guest.  I waited until 2 week period over I called back not showing, the next CSR could see the rating, so that was two, the guest didn't tell me he left one, Air BNB did.

[Sandra856]

https://community.withairbnb.com/t5/Hosting/All-About-Reviews-A-Community-Help-Guide/td-p/38099

[Diane749]

Again thank you for the link, that is why I have been contacting Air BNB, 3 CSR's all confused why it is not being published.  The 3rd Air BNB CSR stated in "due time" when I asked the definition he said he did not have one.  Thus my title terrible Customer Service at Air BNB.  IF you know something I don't in terms of escalating.  They acknowledge the receipt of the 5 star rating but do not publish it.

[Sandra856]

@Diane749 What those CS people have told you is really strange. Did they tell you that the guest didn't write a review but left a 5 star rating? It is not possible. It really isn't.