Customize your experience by selecting your role:
Owner, Property Manager, or Traveler
HomeAway states that guest reviews wil lbe posted 2-3 days after submission, for a rating of 4 or 5 stars. When I received my last review, I called after 5 days when it hadn't been posted. I never got an explanation from support, just anote to try again. Of course when I checked, it was there. Now it has been 9 days since a guest posted a 5 star review. I'm not calling support, but am wondering how long it will take to get it posted. I thought I would start a counter here to track their progress.
Days since guest posted review: 9
Of course, I have no idea why it is taking HA so long to post this guest's review. One possibility might be that HA is making the guest change something in the review. In March 2012, I submitted a 5 star review on VRBO for a property that I had stayed at in Moab, Utah. VRBO rejected it at first because they said it contained "personal information" and was against their guidelines. They did not specify what they felt was personal. I re-read what I had written and couldn't identify what they felt was personal. I had stated that I and a group of women friends had stayed at the condo to celebrate "a friend's 60th birthday." I rewrote the review and deleted "60th" - I simply said that we had stayed at the condo to celebrate "a friend's birthday." Voila! VRBO accepted the review. Have you seen the text of the review? Any chance that there could be something in it that VRBO finds objectionable?
I just re-read the review. Nothing personal. Much the same as what other guests had posted. I would post it here but that would make it too easy for HA to find it! I'm hoping that someone will run a query and find out how many reviews have not been posted after 3 days and address them all. If I call support they will fix just mine and tell me it is an isolated incident. I am so tired of that response and that "we are experiencing issues that affect a small number of users".
All I know is that something isn't as it should be, lately......
Guests who checked out over 2 weeks ago, tried and tried several times from their desk-top computer, their laptop and their computer from their work place to submit a review but their review was not "going through" (that was the expression they used). They told me that they would write a review for me....so I didn't know why it wasn't happening....perhaps they forgot, I wondered....so I contacted them about it ...and they said that they had been trying many times to get it submitted, but to no avail.
That was the day after the last "upgrade"....so I asked them to wait a few days and then try again....which is now well over a week ago (no?) ....and I just got an email from the guests last night...Sept 14th at 11:44 pm...and was told that they "finally were able to submit". I am so grateful that they were willing to go through such trial and error so many times ...!!! They told me that they received 2 followup emails for confimation from VRBO after their review "submitted" ---- (why 2 confirmation emails?)
P.S. I'm not a happy camper today because I just discovered that my entire Rates Details section is "GONE" from my website, including my Hawaii Tax I.D. # which I must list, by law! Eight lines of information in my "Rate Detail" section was wiped away by "The System". And...my listing is no longer showing up in "searches"....my husband and I have been "searching" for our property ....like a traveller would....and we do not "appear"....and we've been listing on VRBO since 2001 ....with a lower listing number!
We never had a single 'glitch' with our listing since 2001 !!! ...until now.
It's because the reviews must be manually pushed for publication. They should just publish them according to their agreement, and force their reps to review. If they do decide to hold, the owner should be notified immediately.
Same here, 9 days and counting, 5 star review is still not posted....
Your new review is now live. Thanks!
Thanks Beth, -that was fast.
Days since guest posted review: 10
Days since guest posted review (and it hasn't been approved by HA): 11
Can you please tell me the website (VRBO or HomeAway) and listing ID for the missing review?
Beth, I didn't mean for it to happen.....but I deleted my request for help post ....and with it went yours that give the new instructions about using the + sign to the "right" of the review log... to access it for "Owner Response".
I honestly think the + sign isn't helpful.
There are two 'big' buttons for: Post Guest Review -and- Request Review. Why not include a third button for:
Post Owner Response?
I didn't notice that + sign even though it's 'yellow'......I was looking for an obvious "Post Owner Response" button along side the others. That would make more sense.
Thank you for providing your feedback. For the future, you can find the instructions here.
Beth...for the record, .it worked very well with the 'owner response'.....and now I can report that the review was "live" about an hour later!
Glad to hear it! Have a great week!
Are you saying that if I do not add an owners response, then the review will never go live? Can I use this to prevent negative reviews from going live?
The review will go "live" whether you add an owner's response or not.
You do not have to write an owner's response, in any case....but I always do.
So, when you receive the notice from HA/VRBO that a guest submitted a review, and if the review is 4 or 5 stars, then the review will automatically go "live" in two days...whether you like the review or not.
If there are fewer than 4 stars, then the review will automatically go 'live' in 7 days....(I think I got that right).
You are describing what is posted as HA policy, and that is correct. I believe that there is either a manual step in the process or something is broken in the automation.
Days since guest posted review (and it hasn't been approved by HA): 12
It went live! Day 13