Airbnb Switches Up Review Policy

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Airbnb has made a change to their review policy. Now guests will be able to leave reviews for stays that they cut short before their stay is actually scheduled to be over. The previous policy would simply show “canceled” on the site if a stay was cut short.

Guests were always eligible to receive a refund for a stay cut short if something went wrong, but they could not express what that reason might be. The brand realized that this could be leaving out important information.

Gordon Ashworth, the project director for the Competition and Markets Authority released a statement about the move.

“We were concerned that, if someone cut short their stay, it was too hard for them to leave a review under Airbnb’s existing reviews system, and so we are pleased that Airbnb engaged constructively with us and committed to making the necessary changes.”

airbnb
hbr.org

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