Why aren't Reviews showing on my listing?

[Patricia55]

Hi all, I'm wondering if anyone else is having this problem - or if it's just me!

About 3 or 4 weeks ago, I realised that my guests' reviews aren't showing up on my listing.  They do show up in my stats (but only to me obviously).  I'm in touch with Airbnb Help and apparently the tech team are working on it, but it's been over a week now and reviews continue to disappear - it's been 4 so far, good reviews as well!

So, I'd be interested to know if this has happened to anyone else and how it was resolved.

Cheers,

Pat

[Patricia55]

Hi @Paul472

I'd encourage you to raise it with Airbnb Help (maybe via Twitter) as that way they'll be aware that this issue is affecting lots of people!

[Patricia55]

@Paul472

See my update of today 25/4/17

[Patricia55]

Oy vavoy!  Here's the response I just got from Customer Service - bearing in mind the issue was raised 3 or 4 weeks ago:

"Reviews are organized according to the visitor's language and country and *then* chronologically. Since this guest is from France and Austria, if you are viewing the site with US settings, then his review will appear after all the reviews from American guests"d

As mentioned above (assuming messages haven't been rearranged ;)), this doesn't make sense!  However, on trawling through my reviews, I think I understand: for me (being British), all of my reviews from Brits appear at the top of the reviews, reviews from non-Brits come afterwards.  A few points to make:

1) WHY?!?  My reviews from non-Brits are just as important!  Also, why change the system from simple chronological order?  Surely the most recent reviews are the most relevant?

2) Why weren't we notified of this change?!  Along with many others, I've been fretting about missing reviews, and wasting time.

3) Why wasn't Customer Service notified of this change, in order to deal with queries from hosts?!

4) My reviews still seem to be pretty jumbled up!

5) Who is benefitting from this change?

Grrrrrr...

[Roisin4]

Review not showing from guest. The guest were long term. The review I did for them is showing on their profile. 

Where can I take this, how to contact airbnb can be time consuming and challenging. Any help welcome

[Patricia55]

@Roisin4If your guest was non-Australian, I suspect the review will be showing after all of your reviews from Australian guests.

I'd suggest you contact Airbnb Help via Twitter - it's pretty easy if you have a Twitter account.

Although I do now understand what they've done with reviews, I still don't understand the reasoning behind it.

[Robert-And-Nancy0]

We have had the same issue for 2 weeks now not only my latest reviews are not showing but older ones from 2 years ago are gone.  That problem, along with the fact our email is also gone.  We can view the last email but when I click on it all is gone to a  blank page.  To compound that even more, I cannot leave a review either.  So our site pretty much unusable.  We have not received any bookings and have not had communication from our next guest.

I have been in contact with the Tech rep and at first, he was helpful and seem to be trying, but now the emails go silent.  No feedback from anyone at Airbnb.  We have had friends try on Chrome, Firefox and Explorer.  We have tried 8 different computers.

Our two cents.  Frustrating for all,

Nancy & Bob

[Kristin73]

Strange and Airbnb is doing nothing about it or? It is getting to big and it seems like they are loosing the control

[Patricia55]

Hi @Kristin73

As far as I can see, they keep making changes to the website (for better or worse) and it's confusing for everyone when we're not notified about it (also because Customer Service weren't notified, so they weren't in a position to explain the situation to hosts!)  Their rationale seems to be all about "optimisation of searches for guests".

[Patricia55]

Hi @Robert-And-Nancy0

Have you tried ringing on the dedicated line for Superhosts?  This sounds like a pretty serious problem you have, and they should be sorting it out for you.

Good luck!

[Janice175]

Hello all - I have a similar query. On my own dashboard I have many more reviews than are showing when I view the listing itself - does anyone know why this is or how I can fix it?

Many thanks,

J 

[Patricia55]

Hi @Janice175

Yes, I see you have 109 on your listing and 145 on your profile - that's very strange!  Did you ever have another listing?

Anyway, I'd suggest you put the question to Airbnb on Twitter - they normally respond pretty quickly.

[SilvanaandDiana0]

Same problem happened to me yesterday. I got good review but I can't see it on my listing...

[Patricia55]

Hi @SilvanaandDiana0

Chances are, it's there somewhere, maybe a few pages down...

PS I looked at your reviews and, for me, the ones showing at the top are British (because I am) but then, to be honest, the rest seem to be jumbled up...

I DO NOT understand what Airbnb have done to our reviews! It seems that no one likes the new system.

On the plus side, I can see that your reviews are GREAT 🙂

[Sandy92]

Just now this has happened to me as well. It was one of the best reviews and I’m not seeing it either and wasn’t credited for another guest. I called airbnb and she said she could see it, it was at the bottom of the list. I said well what good is that? When people check out your listing , they are going to check

most recent! I went and looked again and didn’t see it period! She didn’t know how to put it to the top. Never had this happen before?