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?

[Ward1]

AIRBNB's further response:

"[You have] (This is) a valid point, and I am currently speaking to my team to learn more.

However, the bottom line is that if your guest provided a low star rating for cleanliness, accuracy, etc. the review would be removed -- because we can clearly see that she did not set foot in the listing and has no grounds to make those claims.

The fact is, that our system is not currently set up to differentiate if a guest has set foot the listing or not. All hosts and guests are sent the same automated email to leave a review if the reservation was canceled the day of check-in."

Anytime issues arise with reviews, our team handles the review disputes to analyze the information provided, and base a final decision of removal or non removal off of said information.

[Ward1]

The final answer is "We can't do anything about it, so email the feedback team!"

ME:  Thank you. . .but clearly Airbnb can set up a system to have two different sets of reviews for situations where the guest did, and did not, step foot inside the listing.

AIRBNB:  I agree with you, it's a great idea. Although as I mentioned earlier, agents in the customer support department are unable to make those changes.  The best way to deliver this feedback is through the feedback tool (provided above) in order to route that information to a department that can make those changes happen.

Today at 2:34 PM

[Ward1]

Here's an answer. . .maybe. . . (PLEASE KEEP EMAILING AIRBNB FEEDBAKC ON THIS ISSUE!!!!!)

AIRBNB:  "My team just informed me that the review process is currently being reevaluated by the proper teams. But they do not have any specific information as to when we will see changes made at this time. 

At least we know the ball is rolling and hopefully we will see those changes made in the near future. It would definitely benefit our community and save us time on review disputes. 

In the meantime, the review disputes will be handed on a case-by-case basis as we discussed."

[Ward1]

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

[Ian418]

Here is the most outrageous unfair review you can imagine: I actually had an instant booking I felt uncomfortable with and called Airbnb to decline it. The guest was very upset and rude to me in his following messages (proved me right) and guess what! He booked again!! I couldn‘t believe that this was possible.. I then called Airbnb again saying that I was even more uncomfortabe now and did not want to host that guest. I think the person I had on the phone from Airbnb might have been quite unexperienced.

Anyway, this person, whom I never wanted to host, and obviously never hosted was able to leave me a review!!!!

As if he had stayed, he left me the worst possible rating. Check in, cleanliness value.. one star..... HOW?!  He never stayed?!!! He was never going to stay, it was clear this person was pushy and was not going to be the kind of guest I feel comfortable with.

I called Airbnb several times to fix this glitch in their policy. They told me that there is nothing they can do!!!

[Thomas1033]

As I’m reading these posts I too feel your pain.  Exactly yesterday I received a booking request for early check in that met none of my requirements but he did upload his picture ID and probably just joined Airbnb as a traveler that morning.  I approved his booking for 1 for 2 days.  He had stated he was driving all night and I figured I’d give him a break.  I turned up the heat in the rental apartment and met him at the back door entrance.  Well imagine my surprise when he gets on the phone and starts talking to his “wife” and tells her we live here and it might be too small.  Well now she comes in and checks it out and says it’s not going to be big enough. Why you ask?  That’s because there are several more people hiding out in the car.  Well they decide to leave and cancel the instant booking stating our place (1000+ sq ft apartment) is too small and that we have pets not listed on the premises (a complete lie) and I very graciously refund the would be scammers only to receive a message they need the money back on their credit card immediately so they can book somewhere else.  I inform them I have no control over that or the service fee from Airbnb they also want back.  Long story shortened today I was prompted to leave them a review.  If I hadn’t refunded them I’m sure it would have been bad even though I suspect they thought they were renting out my entire 4100 sq ft house for $75 a night because they obviously didn’t scroll past the first picture or read the description or rules.  I have informed Airbnb if this guest leaves us a bad review because they didn’t refund their service fee I will be leaving the platform for another.  Guests who cancel should not be allowed to review a host they never stayed with.  Period.