So, I had a guest stay and they left a really nice review but the overall was 4 stars. Everything else was 5 and the text of their review said, 5 star stay.
So I reached out and they said it was a mistake. All of this is in the messages. They meant to leave 5 for everything and just fat fingered it and you know. It happens. But the listing has a perfect 5 star rating. So, I decided to call in.
Note*** the review also said the place doesn't have a dishwasher but it does. It wasn't a comment to be negative just to inform future guests. But the place does have a full dishwasher so...
Anyway, I call and explain all of this to support. Nayualrky they send me a link to dispute a review and say they will help me if it isn't fixed.
On my first try I ask for the rating to be updated based on the messages from the guest. They reject it. I figured.
Try 2, I note that the review includes inaccurate info about the property stating it doesn't have a dishwasher when it actually does. I include a picture of the dishwasher at the property. They reject it.
I go back to support and support tells me that only the guest can make a change and they have to call in. I ask why. They tell me that is the new policy. I ask if that is the policy even when the review includes very specific and easily verifiable incorrect information about the property. They still say the guest has to correct it.
I ask them if I can leave a review on my next trip and say that the listing I stayed in doesn't have a roof even though it clearly does and if so, would they not be able to remove the review unless I, the reviewer called in and agreed to it. They told me THAT WAS CORRECT!!! What??? Worse than that, several customer support people have all told me the same thing.
I may actually test this out on my next trip. I'll call in after the fact and get it removed but I may put this new policy to the test just to prove out how insanely dumb it is.
Anyone else had this issue?
