I wanted to share a frustrating experience with Airbnb's handling of listings and reviews. I was assured multiple times by Airbnb Ambassadors and agents that if a listing was completely deleted, all reviews associated with it would also be permanently erased from our profile. This was crucial for us because we were renovating the property, and the updated listing version was going to be very different.
Before removing the listings, I called Airbnb support multiple times to confirm. At least two agents, one of whom double-checked with a manager, confirmed that reviews and ratings would be entirely removed once the listing was deleted. Trusting this, we proceeded to remove the old listings and created new ones. To our surprise, the old reviews and ratings remained visible on our profile, while the new listings started with no reviews or ratings at all. This has led to significantly reduced traffic to the new listings, forcing us to heavily discount them. When we reached out to Airbnb for a resolution, the response was disappointing—essentially acknowledging the mistake but offering no solution beyond a "sorry."
We are now stuck with older reviews that no longer match the current property and new listings struggling to gain visibility because they lack reviews. The process has been messy, unprofessional, and inconvenient, and the lack of accountability from Airbnb is disheartening.
Has anyone else experienced this? What can be done to address these kinds of issues?
