Customer Satisfaction

[Philip299]

I’ve used Airbnb almost 50 times in the last several years.

Recently I posted a review of one of my stays, giving a 4 out of 5 stars. When I followed up with customer support they could not show me where my review posted that score. I was told that it all goes into the total score and that I should be satisfied with that.

i am not as that is the same thing as when I go vote on an electronic machine with no paper trail. I have no way of knowing if my review actually influenced the score.

i also would like to see how many reviews each person has made. When I read a review of a place by a user, it would be very beneficial to know whether the poster has made one other review or 30. Thus would add more weight to their review. Otherwise when you check out Airbnb pressures you to make a review and I think most people just take the easy way out.

[Branka-and-Silvia0]

@Philip299

Brian Chesky is the co-founder of Airbnb.

The reason you see all hosts have 5* excellent ratings is that everyone who fails under 4,7 * IS DELISTED.

[Tony134]

Excellent graphic. Did you make this yourself ?

[Branka-and-Silvia0]

yes @Tony134 need one for your listing? 🙂

[Lisa723]

@Philip299 @Gordon0 @Branka-and-Silvia0 @Sarah977 @Sandra126

The "airreview" browser app will allow you to see reviews left by hosts and guests.

As others have commented the Airbnb rating system is completely broken, to the detriment of both guests and hosts.

[Rebecca181]

@Philip299 This is a great example of a guest giving a 4 star overall review and having no idea it might cause the host terrible troubles, including possible loss of super host status / loss of income / loss of business. As a super host, I created a short blurb for guests on my one page house use 'cheat sheet' explaining the inexplicably ridiculous and illogical review system created by Airbnb (think 'Uber' combined with 'The Hunger Games'), reinforcing the fact that a 5 star review means my listing 'was as expected' - not the Ritz Carlton in Paris, France.

I've been asking for over a year why Airbnb refuses to educate guests on this aspect of the review system, with no luck. In fact, they recently released a revised review system, and they only made it worse.

I think your post is valuable, and thank you for being open to host feedback. 

[Tony134]

I'm sitting here waiting for a phone call from Airbnb n Laura right now, just starting my day.

"(think 'Uber' combined with 'The Hunger Games')" this was hilarious, made my day. (accurate)