Why do guests get to review if they have cancelled within 24 hours?

[Leigh-Anne-and-Jonathan0]

Hello Airbnb community! 

We had a guest cancel within 24 hours of staying with us due to having sick children (which is completely understandable) and we even use the "Flexible" cancellation policy.  However, she was still able to leave us a review for which she had no basis. 

Prior to her review, we had received over 50 FIVE star reviews.  Her FOUR star review was the first one.  I know it is really a small drop in the bucket but it is still upsetting when we spend so much time and energy to give guests a five star experience.  I

have submitted a request to Airbnb to NOT allow guests to leave a review if they cancel or to prompt them to answer different questions (i.e. Was the host understanding when you needed to cancel?  Did they attempt to help you in another way by providing different dates or referring you to another Airbnb in the area?, etc.).  I really hope this policy changes because a guest who cancels should not be able to review us on questions for which he/she has no basis. 

Has anyone else provided similiar feedback to Airbnb?

[Fred13]

Two different realities that perhaps got mixed up by Airbnb or they are having difficulties differentiating (electronically) between the two events:

#1 - a person that cancelled ~before~ even setting foot on the place, (BUT on the same day of arrival) still can write a review, of course begs the immediate question - what is there to 'review' since they haven't even seen the place?

#2 - A guest that arrived but ended up ~shortening~ their stay, and should (according to Airbnb's new policy) be allowed to leave a review. Maybe they shortened (meaning cancelled) their stay because they were unsatisfied, and should be able to leave a review,  maybe that is what that consumer group was thinking, which has some merit.

I think the problem is in their programming, not what they intended; Airbnb didn't take into consideration when they made this last change, their programming is set on a 24-hour basis, so anyone cancelling on same day of arrival is also treated as a guest having stayed at least one day. I think.

I think also I been reading too many mystery books lately. LoL

[Cynthia43]

It Airbnb removed it, it's because it violated their Review guidelines.

[Ward1]

I once booked a TERRIBLE listing, but I arrived too late to find someting else.  When I called, Airbnb said I had to stay (or pay) for the first night, but they would refund the rest of the money I paid.  They also gave me credit for the horrible inconvenience.  I was able to write a review, but I had stayed in the place for one night. . . 

[Helga0]

@Leigh-Anne-and-Jonathan0, even before the change of politics, it happened, that people cancelled on the same day, but being in tbe no refund period, they only canceled by message, not via the function. If you did not call airbnb then, they could review. I called the first time I got the review link and the answer was to call quickly next time  (obsolet now) and to write only things I really experienced, if I wished to review. 

For nice guests, I did that then. Wrote about good conversation, charming on the phone, would definitely host next time. If they did not ask for refund and excused themselves for not coming, I recommended them, so they were no longer total newbies. Seemed fair for a paid holiday. 

Your guest wrote a review in that spirit. It’s a recommendation, that you are a good host to have, if something happens. I would see that as good publicity. 

If you have a great place, it’s easy to get a list of reviews, that the place is great. More work and more interesting, to get reviews, that the host is nice on sunny days. 

But a review, that the host is great, if your guest has a problem? Hard to come by and invaluable. Every anxious soul reading it, will make her decision at that review. 

If she left four stars, it means she is one of these people, who only leave four stars at best. You get those now and then. Had one last week. Very satisfied and will come back soon, become a regular. Four stars throughout. In every category. I talked with him, as he had forgotten a badge. He was very surprised, as he had left his most perfect rating for the perfect experience. 

[Phoebe16]

Totally agree....

[Oomesh-Kumarsingh0]

@Leigh-Anne-and-Jonathan0 The best thing to do in order that such a situation doesnt happen again is to set your cancellation policy to strict. Guests will think twice before cancelling their reservation. If ever they will need to cancel due to sickness they will need to provide proof to Airbnb. Dont give away your payout! Concerning 4 stars reviews that will happen during hosting on Airbnb. The reason why Airbnb allowed the guest to cancel is because she has spent at least one night at your place. Good luck!!!

[Ward1]

No - the guest did NOT spend at least one night at the host's place.  Please re-read the original post.  Guests can now leave full reviews even if they never set foot in your place. . . It's inconceivable!

[Edwin57]

I had a cancellation before the guest that cancel I just replay by saying sorry to hear that you canceling but the guest never leaves a review why because I replay by saying sorry that you canceling so they know not to a review of a place they never being in

[Edwin57]

I had a guest that cancel my reply tours the guest was sorry that you are canceling so like that they won't leave a review of a place that they never being in is not so much about the stare rating is about being true to one self 

[Cynthia43]

https://www.airbnb.com/help/feedback

Please OVERWHELM them with complaints about allowing CANCELED guests to submit reviews about places when they did NOT enter or stay.

Airbnb will NOT make changes based on these Community boards. 

[Ward1]

https://www.airbnb.com/help/feedback

Please ovewhelm Airbnb with complaints about allowing guests to review lsitings in which they never enter. It is inconceivable.  airbnb allows them to say if they would recommend the host, and give star ratings on the cleanliness, accuracy, etc. of a place that they have never seen!  How is this possible?

Here's what happened to me (on the same day):

A female guest instant booked for that day for one of my two listings to be use dby her boyfirend, and asked if she could spend time here.  She booked it as a one-person listing (cheaper than booking it for 2 people).  I politely said that it was best for her to change it to a 2-person booking, but she didn;t want to pay the extra money.  We agreed to a 'mutual cancellation.'  But now she has the possibility to write me a terrible review and say something like, "I asked if I could visit for five minutes, and he insisted on paying more money even though I told him I wasn;t going to stay over!"  Also - this gives me the opportunity to write her a full review including whether she followed house rules. . .how is this possible???

A female guest instant booked my second listing (on the same day) and cancelled one hour before arrival, stating that she had lost her wallet.  I don't know if losing her wallet was true or not, but again - she can give me a full review and I can give her a full review including if we recommend each other, cleanlieness, following of houe rules???  NONE OF THIS MAKES ANY SENSE.

The first booking did not pay any money.  The second booking paid the full amount for a two-day stay even though she never arrived in my home.  She could give me a 1 star review on everything and say, "He didn;t give me any money back for a two day stay when I never stepped foot in his home!"  

Either of these 'bookings' could kill my Superhost Status, or write reviews that would make people question if they should book my lsitings.

This is completely innappropriate!

Please flood Airbn with cdomplaints as to why people who never enter a lisitng, or never host a guest who has cancelled, should be allowed to give the opther person a review.  https://www.airbnb.com/help/feedback

You can't just leave a short description of what happened. . .you have to say 1) If they recommend them, 2) and give star ratings on cleanlieness, accuracy, if guests followed houe rules. . . . 

https://www.airbnb.com/help/feedback

[Jeromy0]

I know so many hosts have voice this concern and I am filing a complaint daily until this is addressed as I have this issue as well and it is deeply frustraing!

[Ward1]

I'm with you!!!

[Ward1]

I just received this response from an Airbnb "support member":   

"Hi Ward, 

I see where you are coming from and I understand your concerns. Considering the situation, your guest would only be able to leave a review of the check-in experience in terms of communication with you -- considering she never actually arrived at the listing.

If your guest were to leave a review about her dissatisfaction with the listing itself, this review would be removed because it is not an accurate portrayal of her check-in experience -- given that she never actually set foot in the listing.

I assure you that when our team handles review disputes, we take many factors in to consideration (reservation details, reviews, content policy) prior to issuing a final decision.

This is how our current policy is set up, and it is not something that agents are able to change in our department.

If you would like to leave feedback for the proper team on this topic, please utilize our feedback tool: https://www.airbnb.com/help/feedback"

*************

I dont think this makes me feel any better.  Why can I write a full and comlete review (and if I want to leave any review at all -- I HAVE TO leave a full review including if I recommend the guest, their level of cleanliness, their level of following house rules) of a guest who never stepped foot in my home??

The fact that they 'tell me' the guest can only leave a 'commentary' review of the check-in/cancellation does not asure me of that. . . .

[Ward1]

Here is Airbnb's further response, which just shows that there is a severe 'flaw' in the system:

"Both hosts and guests are able to review the check-in experience. Again, in this case the only interaction you had with one another was strictly communication. That is not the case for all check-in experiences, which is why all hosts and guests have the opportunity to leave a full review if need be.   In terms of the star rating, (cleanliness, house rules, etc.) I am checking to see if this portion can be skipped over while leaving your review -- considering these things are not relevant to you or your guests experience."