Regulators have forced Airbnb to rectify a major flaw in its customer review system which meant that until now some of the worst listings have escaped bad reviews.
Currently, guests who decide to cancel their stay or leave early because the apartment or house is a bit of a dump cannot automatically leave a review. They are usually offered a refund – minus the Airbnb fee, which they lose – but then their booking is only shown as “cancelled”. It means customers looking at the reviews of a property have no idea that previous renters thought the place was so bad they could not stay there.
Only those who persist and go through Airbnb’s customer services department have been able to leave unhappy reviews after deciding to leave a property early, until now.
Read the whole article on www.theguardian.com