Forgive me if this has been discussed before. I’ve searched and can’t seem to find anything.
Anyway here is my current situation:
A group stayed in our cottage for one night. All went well. Guest communicated well, the stay went without a hitch. Guest messaged me to say how happy he was with the stay and everything was great.
He leaves a great written review and in private feedback writes
“Thanks for the House and being so thoughtful on every detailing. We are so blessed to have u to host us”
He leaves me 5 stars in every category but sadly doesn’t enter any stars in the Overall section.
I have contacted Airbnb through the Help site and got the usual blather from them:
" First of all, we would like to thank you for being committed to providing extraordinary hospitality to our guests. We’re so thankful for hosts like you and it will be a pleasure assisting you.
Regarding reviews, once it is posted, changes can no longer be made. We apologize that some certain situations like this may occur, but it does not mean that we don’t value your commitment, we value you as a host, and we appreciate all the hard work that you’ve put in helping Airbnb with the business. I hope that this will not discourage from being the awesome host that you are, as I can see, the reviews obviously speaks for your greatness!
Thank you for understanding."
I’ve replied that I am very disappointed by the response and query if the fact that no stars were entered does that mean there simply isn’t a grade or have I in fact now been given zero out of 5.
Airbnb respond that yes, I have now got a score of 0/5 from this guest and no, there is nothing they will do about it. ABB then suggest I just be happy with the lovely comments and provide feedback to them via a link she sent me.
I know Airbnb has on rare occasions removed Star ratings left by guests. To me it seems obvious that it was just a simple error on behalf of the guest but Airbnb are not willing to help in any way.
Perhaps I’m just venting here but I feel so frustrated right now. We bend over backwards for guests to give them the best stay we can and when a silly little error happens Airbnb refuse to help. It just seems that more and more is being demanded of us with no support from them when we need it.
Arggh, sorry folks, rant over.
Appreciate any thoughts on what I can do or even just sympathy.