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Re: Review taking forever to post after we've both submitted
feibus May 3, 2019 3:04 PM (in response to erinc)Have you called CS? They can escalate after finding the review to get it "unstuck". This happens periodically with reviews for no particular reason.
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Re: Review taking forever to post after we've both submitted
wildiris May 3, 2019 3:34 PM (in response to feibus)Yes - she has. Erinc stated in her post, "I have reached out to customer service, who shared there is nothing they can do to help (Which was VERY frustrating to say the least)."
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Re: Review taking forever to post after we've both submitted
feibus May 3, 2019 3:39 PM (in response to wildiris)Yes, there is. As I wrote: they can escalate. You have to ask, though.
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Re: Review taking forever to post after we've both submitted
wildiris May 3, 2019 4:02 PM (in response to feibus)Oh, I thought from your response that you did not realize that erinc has called CS. So, if I understand what you are now saying, erinc should call Customer Service a second time and, if she is again told that "there is nothing they [CS] can do to help", she should ask for the review to be escalated? To whom should it be escalated? Could you please explain?
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Re: Review taking forever to post after we've both submitted
feibus May 3, 2019 4:08 PM (in response to wildiris)You ask to escalate to the tech people responsible. This is not a new phenomenon. Happens more than they tell CS people. If they won't escalate, get the case number and DM the Mod Squad™ moderator of the day and they'll do the escalation.
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Re: Review taking forever to post after we've both submitted
erinc May 3, 2019 5:14 PM (in response to feibus)Hi feibus,
Thank you for the replies - I did ask the CS to escalate and they said they could not, so I asked for the supervisor who also said they could not escalate as they are a separate team. How do I find out who the moderator of the day is?
Thanks
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Re: Review taking forever to post after we've both submitted
bonesxxx May 3, 2019 5:19 PM (in response to erinc)I've had good luck with ha-moderator-amanda, let's tag her since you and I are having the identical problem
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Re: Review taking forever to post after we've both submitted
dcj.texas May 3, 2019 6:18 PM (in response to bonesxxx)I've got a review REQUEST in Purgatory apparently. I sent the review request via the Beta version (which I hate, btw) and have been in communication with my guest twice who says she never got it and now I have no way to re-send another request so that she can follow through with her review of her "perfect" vacation.
Called CS and was put on hold like 4 times to be told that the only way to get a link to this guest for a review is to have the GUEST call customer service with my case #...then they can send her a link! WHY would my guest be required to go through this hell just to post a review????
Please tell me, how do you "tag" an ha moderator?? I'm still figuring out how to use this forum.
Thanks!!
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Re: Review taking forever to post after we've both submitted
bonesxxx May 4, 2019 10:09 AM (in response to dcj.texas)Already been tagged. I am sure Amanda will see this soon. But to tag you just start with an "@"
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Re: Review taking forever to post after we've both submitted
erinc May 3, 2019 6:24 PM (in response to bonesxxx)Perfect - Thank You!
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Re: Review taking forever to post after we've both submitted
dcj.texas May 6, 2019 10:07 AM (in response to feibus)It's me the newbie again...feibus, how do I "DM the Mod Squad™ moderator of the day"? I have a case number that needs escalating if that indeed is a thing. Thanks!
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Re: Review taking forever to post after we've both submitted
feibus May 6, 2019 10:32 AM (in response to dcj.texas)Pick a moderator you've seen posting today, hover over their nickname and you get a pop-up with Add as a Friend, click that, wait to be accepted as a friend, then you can DM to them via the same pop-up (which adds another button for sending a message).
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Re: Review taking forever to post after we've both submitted
ohst8er May 6, 2019 11:40 AM (in response to feibus)
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Re: Review taking forever to post after we've both submitted
bonesxxx May 3, 2019 4:24 PM (in response to erinc)FWIW I had the same thing happen... exactly a week ago. The guest left a review within moments of check-out and I rated her 5 stars... Still nothing posted and the guests who came in after them have a review that has posted.
Must have been some glitch in the Matrix last week. You are not alone.
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Re: Review taking forever to post after we've both submitted
moosebigd May 4, 2019 10:07 AM (in response to bonesxxx)I, too, had a review given soon after the guest's departure, but waited two weeks for it to be posted. Funny thing is, I was informed when the review was submitted and had to wait all that time for it to actually show. I have also had reviews submitted by guests and get posted within a day or two. Same old stuff... no rhyme or reason for VRBO policies!
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Re: Review taking forever to post after we've both submitted
twobitrentals May 5, 2019 8:12 PM (in response to erinc)I think it may be just your property....I wanted to wait to respond until someone had reviewed my property. They reviewed yesterday and it posted today...so am thinking it is an isolated incident.
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Re: Review taking forever to post after we've both submitted
sunsetsinmaui May 5, 2019 9:33 PM (in response to twobitrentals)No not an isolated case. My guest submitted a review well over a week ago. Another guest has already come and gone and their review posted. The one from a week and a half ago still not posted. Even the guest contacted me asking why it had not posted. But I was waiting until Monday morning to get on the phone with CS.
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Re: Review taking forever to post after we've both submitted
bonesxxx May 5, 2019 9:57 PM (in response to sunsetsinmaui)Correct. It affected many. Looks like the April 19-22 time period. I’ve had two guests post reviews since. My review from that period still says pending.
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Re: Review taking forever to post after we've both submitted
moosebigd May 5, 2019 10:17 PM (in response to bonesxxx)This isn't anything new. Over the past few years I have contacted CS after waiting for weeks to see what the hold up is on some of our reviews. But then there have been other reviews that have been posted within days. If it is a bug, it has been going on for awhile!
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Re: Review taking forever to post after we've both submitted
ohst8er May 6, 2019 6:02 AM (in response to moosebigd)According to CS they have 14 days to post a review. Can't remember if it's biz days or calendar days, I think calendar. So if it takes 14 minutes or 14 days, there's your window. Unless there's a glitch, or hangup, then it takes longer. If you call enough times you will eventually get a sympathetic CS person (note, not the off shore peeps), and they can create a case, or whatever little magic they do, and POOF, it can get released immediately.
I've had CS reps give me a whole host of reasons why they are hung up, glitches, backlogs, mediation, flagged words, you name it. If I don't agree with any of the reasons I just call back until I get someone who definitely knows. Or cares. Whichever.
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Re: Review taking forever to post after we've both submitted
kthomasmh May 6, 2019 10:05 AM (in response to erinc)I am wondering if the new BETA version of the review system is the problem? I am a Premier Partner and am having all kinds of difficulties with the review process. On one of my properties, it says that I need to request a review from a past guest but they have already posted their review! For my other property, the review system is not recognizing three of my prior and is not sending them review requests, nor is it allowing me to send review requests. I just got off the phone with a CS representative and she said nothing can be done.
Also, please note, that if you review a guest and If they do not post a review of your property within the 14 day window, they cannot come back later and post a review even if they want to. If you DO NOT review your guest, they have ONE FULL YEAR to post their review. I have two past guests that want to post a positive review about my property, but because I gave them reviews already but they were busy and missed the 14 day window, they cannot post. I spoke with customer service about this, and their advice was: DO NOT review your guests until they post a review first! This is a ridiculous policy and doesn't encourage transparency.
I have been with VRBO for 3 years now, and I WAS very happy but I am becoming increasingly frustrated. I recently started using AirBnB and am thinking of pulling my listings from VRBO. Lately, I have found that customer service keeps coming back with the same answer - "it's our policy, or it's a programming issue".
Sorry... but I am hopping mad at the moment after a fruitless call with CS this morning.
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Re: Review taking forever to post after we've both submitted
lisarenee May 30, 2019 8:29 PM (in response to kthomasmh)I'm having the same issue - my guest was here May 16 to 20th. They reviewed me the morning they left. I have contacted CS and they said there is a review backlog. I am holding off on reviewing the customer service agent who took my call because right now, they haven't resolved my issue.
Any assistance is greatly appreciated.
Thanks -
Lisa
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Re: Review taking forever to post after we've both submitted
hillsidelodgenh May 6, 2019 12:22 PM (in response to erinc)I'm having the same issue. I'm new to listing and it took a few stays for someone to FINALLY leave a review. I was told that the guest left a review on 4/17 and as of today 5/6, the review is still NOT POSTED. I chatted CS multiple times and they said it should post on the 14th day, then said it was in moderation. I'm chatting them again now. I've had guests ask me about reviews and it's really hurting my bookings.
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Re: Review taking forever to post after we've both submitted
ha-moderator-daniel May 6, 2019 7:01 PM (in response to erinc)Hi erinc
I have contacted a member of our production team to have that moderated as soon as possible. I apologize for the delay.
Typically reviews will auto-post once both parties have reviewed and most moderation happens by algorithm. If the algorithm flags the review it then goes into manual moderation. Manual moderation typically only takes 24-48 hours. In these cases there is definitely an issue somewhere and we will look into it.
That being said, if you are having a review that isn't posted will you please DM me your property ID (including brand i.e.Vrbo 12345) and the involved reservation and I will send a case to our production team which handles reviews. If you are at all unsure of the reservation ID that is fine I will take just your property ID.
Thanks,
Daniel
HomeAway Community Moderator
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Re: Review taking forever to post after we've both submitted
bonesxxx May 6, 2019 9:11 PM (in response to ha-moderator-daniel)ha-moderator-daniel I have no idea how to PM you. My property is VRBO xxxxx and it’s reservation HA-xxxxxx
thank you
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Re: Review taking forever to post after we've both submitted
ha-moderator-daniel May 6, 2019 9:18 PM (in response to ha-moderator-daniel)Hi bonesxxx,
I have added you to the list and will reach out to you when it is taken care of or if I have questions.
I have redacted your property ID and the reservation ID for security purposes.
For future reference if you hover over a username on a post you'll see the option to message that user or if the option is not there you can add them as a a friend and you will see the option to message them once they accept.
Thanks,
Daniel
HomeAway Community Moderator
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Re: Review taking forever to post after we've both submitted
u0999 May 31, 2019 1:24 PM (in response to erinc)Yep mine too. been several days.
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Re: Review taking forever to post after we've both submitted
bonesxxx May 31, 2019 1:52 PM (in response to u0999)Me too (again). We both reviewed each other on Tuesday. Still nothing.
I don't see why VRBO doesn't just apply a profanity filter and post them immediately... What's the delay? Are they seriously using humans to read these in the year 2019?
Seems to me there should just be a way to report them if they say anything off color or against policy. What's that number? 2%? Instead they read 100%?
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Re: Review taking forever to post after we've both submitted
1500main Jun 1, 2019 5:20 PM (in response to bonesxxx)My most recent review took almost the full 2 weeks to post despite Guest and Host leaving Reviews the day after Check Out.
The Guest review was ONE WORD!
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Re: Review taking forever to post after we've both submitted
psphoto Jun 3, 2019 8:36 PM (in response to erinc)I'm 3 weeks out on an Owner reply to a Guest post!
What does it take?
And yes...I called CS....no real help.
Pete
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Re: Review taking forever to post after we've both submitted
jptenn Jul 15, 2019 3:00 PM (in response to erinc)Add me to the list - guest reviewed me on departure day (and I reviewed them) and almost 3 weeks later it is still showing "Submitted". I am a new property and need these reviews out there to encourage bookings. ha-moderator-daniel, can you help with this one?
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Re: Review taking forever to post after we've both submitted
calicalling Jul 22, 2019 3:40 PM (in response to jptenn)I posted about a similar experience a few weeks ago.
Found out that when this happens ("submitted" but not posted review) it often means the guest booked through Expedia. Tho these guests are solicited to submit reviews, and can actually submit them, they will never post.
In my case, even though the specific review I called about was a GLOWING, 5-star review (I only know this because the CS agent read it to me), it will never post because it was submitted by an Expedia guest, not a VRBO/HA guest.
Here's the thread: Expedia booked guests cannot review and don't count toward Ranking Metrics
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Re: Review taking forever to post after we've both submitted
ha-moderator-michael Jul 26, 2019 5:12 PM (in response to jptenn)jptenn - It does appear that your reviews are now published. Please reply here or contact Customer Service if you are still having issues.
Thanks!
Michael
HomeAway Community Moderator
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Re: Review taking forever to post after we've both submitted
snow Jul 21, 2019 4:11 PM (in response to erinc)I am also having a problem with reviews. I am getting the reviews (although when you choose not to rate a guest, their review of your property won't post until the 14 day waiting period is up) but my responses to the reviews are not posting. Is there a waiting period for that too? I replied to reviews from mid June, but do not see anything yet.
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Re: Review taking forever to post after we've both submitted
ha-moderator-macy Jul 21, 2019 7:20 PM (in response to snow)Please contact Customer Support. They can escalate the case to our Reviews Team to have this investigated further.
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Re: Review taking forever to post after we've both submitted
scooby Jul 26, 2019 1:37 PM (in response to ha-moderator-macy)No they won't! I've called twice in two weeks! Both times I was told there is a "glitch" and they'll post asap. All of my Owner Responses have been sitting since the middle of June! I also have two Reviews from Guests that states "Submitted" and have never posted since June! I'm pretty sure they're both good Reviews too. I'm a little aggravated with all of Vrbo glitches!
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Re: Review taking forever to post after we've both submitted
ha-moderator-michael Jul 26, 2019 5:06 PM (in response to scooby)Hi scooby,
I attempted to look into the issue you are reporting, but your Community profile information does not match any account we have on file with customer support. If you would like us to assist further, please reply here and we will send you a private message.
Thank you,
Michael
HomeAway Community Moderator
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Re: Review taking forever to post after we've both submitted
scooby Aug 1, 2019 7:31 PM (in response to ha-moderator-michael)ha-moderator-michael that's strange because moderator Christi has looked me up a few times and taken care of my issues recently. My Owner Responses have still NOT posted from the middle of June, and now it's August! Nor have a couple of "submitted" Reviews for my listing #583038. Please get this corrected. I would appreciate it very much. Thanks.
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Re: Review taking forever to post after we've both submitted
ha-moderator-michael Aug 2, 2019 1:56 PM (in response to scooby)Hi scooby,
Thanks for bringing it to our attention, and our moderation team has posted the outstanding and reviews and your responses to your listing as of this morning.
Thank you -
Michael
HomeAway Community Moderator
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Re: Review taking forever to post after we've both submitted
scooby Aug 2, 2019 6:13 PM (in response to ha-moderator-michael)Thank you so much! They're all posted as of today! I really appreciate it.
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Re: Review taking forever to post after we've both submitted
snow Aug 2, 2019 3:25 PM (in response to ha-moderator-macy)Well I tried CS and got a case number. My owner responses to reviews still have not been published even though I was told it was being looked into and would be published in a few days... Not. This is from June and July and now it is August. What is going on?
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Re: Review taking forever to post after we've both submitted
kmcbhense Jul 23, 2019 8:17 AM (in response to erinc)I've personally tried to excalate review responses several times with CS without any success
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Re: Review taking forever to post after we've both submitted
kmcbhense Jul 26, 2019 1:09 PM (in response to erinc)Ive got a great review from a guest that travelled June 15th to the 22nd. I received the notification that the guests left the review. It was an awesome review. Still hasn't been approved for the public to see.
So when VRBO posts these ideas on how to get more bookings.....get some great reviews....it sure would be nice if they could actually get them posted.
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Re: Review taking forever to post after we've both submitted
ha-moderator-michael Jul 26, 2019 4:54 PM (in response to kmcbhense)Hi kmcbhense -
Thank you for bringing this to our attention, and great job with all the positive reviews you have been receiving. The review in question is now approved and should be published to your listing in the next couple of hours.
Thanks,
Michael
Community Moderator
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Re: Review taking forever to post after we've both submitted
r_and_r Jul 31, 2019 4:47 PM (in response to ha-moderator-michael)Hi, Michael.
I'm having the same issue for a review that was posted by my guest on 7/28 (a subsequent guest's review posted on 7/29 already shows up).
Contacted online support/chat, and all I get is that it's in "moderation" and that I'll get an email as soon as it is approved. When I asked how long this takes, the agent by the name of "May" replied with this confusing message: "Reviews may be published on your listing up to seven days after you receive the email notification." When I asked the agent to clarify, she said it could take 7-14 days to post and then disconnected me. She was incredibly rude.
If you can assist, it would be greatly appreciated! Thank you.
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Re: Review taking forever to post after we've both submitted
ha-moderator-macy Jul 31, 2019 7:31 PM (in response to r_and_r)@r_and_r We have created a case for you and sent it to the appropriate team. They will email you once the reviews are posted.
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Re: Review taking forever to post after we've both submitted
r_and_r Aug 1, 2019 1:50 AM (in response to ha-moderator-macy)Thanks!
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Re: Review taking forever to post after we've both submitted
surgerygalore Aug 3, 2019 8:38 AM (in response to r_and_r)hello @r_and_r,
It seems i am in a similar predicament for my stay july14-26 2019, namely:
1. guest reviewed stay july 28th
2. i received notice, responded and reviewed guest same day
3. review and response show implicitly as approved in my reviews tab under Property on the main pull down menu, i.e., the review counter went up by 1
4. yet the review does not appear as posted.
Would you pls clarify process and situation, best, thks, gil
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Re: Review taking forever to post after we've both submitted
r_and_r Aug 3, 2019 2:04 PM (in response to surgerygalore)Hi Gil.
Yes - my situation is exactly like yours. Guest and I both left reviews on July 28th. The only difference on mine is that it doesn't say "approved"; only "submitted". The pull down menu does show that my review count went up by 1 like yours, but it does not appear anywhere else.
Also, NONE of my owner responses to 5 recent reviews have shown up, either. One from over a month ago. Sigh.
Hope this helps clarify. Good luck!
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Re: Review taking forever to post after we've both submitted
r_and_r Aug 2, 2019 1:14 PM (in response to ha-moderator-macy)We have about a month left of our “high season”. Every review is crucial. I just don’t understand why a review posted 6 days ago isn’t approved yet, and why VRBO cannot tell us when they will be posted. Hopefully it won’t take weeks like some others have said.
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Re: Review taking forever to post after we've both submitted
surgerygalore Aug 4, 2019 9:28 AM (in response to ha-moderator-macy)hello ha-moderator-macy
would you please be kind enough and start a ticket for me as well
as i said in this thread, guest entered review, then i did enter a response and my review
review counter up by 1, review not posted
with all due respect you can not expect we call a customer service center in which the reception is very poor, overlapped background conversations of other customer service reps,, etc.
thks for your assistence in this mater
gil
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Re: Review taking forever to post after we've both submitted
ha-moderator-macy Aug 4, 2019 3:18 PM (in response to surgerygalore)surgerygalore I am only seeing one review that needs to have your response approved and posted. All other reviews have been approved and posted at this time. We will work on getting that one response pushed through as quick as possible.
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Re: Review taking forever to post after we've both submitted
surgerygalore Aug 6, 2019 2:55 PM (in response to ha-moderator-macy)hello macy
nothing yet, shouldnt be impossible, seemingly my reply has not been reviewed, yet i am saying a pleasure to host you
only a few words, as compared to the deluge to get it posted
unusual i would say
what's the market rank of HA sware support in this?
John Milton would say allow to be evaled as you eval
peace\
g
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Re: Review taking forever to post after we've both submitted
ccbdonaldson Sep 6, 2019 12:42 AM (in response to ha-moderator-macy)I have the same problem with the responses I've left for reviews - my responses are not posting. I take great pride in responding to EVERY SINGLE review and three haven't posted. Can you please help?
Property ID is 1436261
Reviews are Emilee in June, Robin in August, and Erin in September. My dashboard shows my responses - they're all written, but they're not posting. I really need them to post!
Thanks in advance for your help @ha-moderator-macy
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Re: Review taking forever to post after we've both submitted
wildiris Sep 6, 2019 9:31 AM (in response to ccbdonaldson)Have you called customer service about this? I've had the same problem. I called Customer Service and they were able to send a message to the "Production Team" and my response to the review was posted later that day.
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Re: Review taking forever to post after we've both submitted
kmcbhense Aug 3, 2019 5:15 PM (in response to erinc)I have a house with 38 five star reviews. Last guest left us a one star review. That got posted the same day she did it. My response, which was quite polite, still not posted.
Todays guests are getting more annoying every day. I think it really has a lot to do with vrbo service fee, and vrbo vague promises.
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Re: Review taking forever to post after we've both submitted
bonesxxx Aug 3, 2019 5:20 PM (in response to kmcbhense)What in the world prompted them to leave a one star review? I have it spelled out clearly in my cabin guide that if there is anything wrong they can contact me and I will get it corrected.
One star is downright hostile unless you left turds on their pillows instead of mints.
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Re: Review taking forever to post after we've both submitted
kmcbhense Aug 3, 2019 5:30 PM (in response to bonesxxx)She called me the first day they checked in. Said there was some mold/mildew on 2 of the ac vents. I got there within 30 minutes, but brand new ones in. She said she was a germaphobe. But they were pleased that I came right over and did that for them. I told her to call anytime if they needed anything. They stayed 10 days, no calls, then a week after they leave she leaves an ugly post. I personally called her and tried to reason with her how damaging that was, but all she said was she expected perfection for the amount of money she spent.
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Re: Review taking forever to post after we've both submitted
bonesxxx Aug 3, 2019 5:40 PM (in response to kmcbhense)OH for the love of Pete... I’m sorry you crossed paths with her. Being a germaphobe is her problem not yours. Ugh.
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Re: Review taking forever to post after we've both submitted
kmcbhense Aug 4, 2019 3:34 PM (in response to erinc)I sure would appreciate help from the moderators. I posted a comment on my one bad review. Review was posted right away, same day as written by the guest. My reply, nothing. I"ve deactivated the listing, which sure isn't helping either VRBO or myself. 2019 vrbo service fees on just this one property, to date, are well over $15,000. Yes, I have a mortgage on the home of our $20,000 a month, so I need the help and bookings.
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Re: Review taking forever to post after we've both submitted
feibus Aug 5, 2019 1:44 PM (in response to erinc)I just had one hung up for 3 days -- the review from the subsequent guest was already posted -- and after about 15 minutes (most of it on hold) with CS, it's now posted. I got a good CS person who knew what to do to escalate and the production team responsible handled it quickly. Job well done!
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Re: Review taking forever to post after we've both submitted
surgerygalore Aug 27, 2019 8:42 AM (in response to erinc)hllo ladies & gents -
tokk me a long time to get back to this - here is what i had found , potentially of interest
in general, reviews are posted in each site of the Group in chronological order yet starting with all the reviews generated by pax that booked through that site that site - so fewo will post the say 5 reviews received by fewo travelers, in chronological order, upfront, i.e., the first 5 reviews on that site, followed by all the other reviews in chronological order as well - if you check fewo, german reviews first, abritel, french reviews first, etc. - not a principle of Physics, not an axiom yet a stated rule i am told and ~ it works that way - probably more of interest to Owners w properties in Europe!
cheers everyone
Gil