Review Guidelines for Hosts

Understanding how to manage and respond to guest reviews is essential for maintaining a successful hosting business. This guide outlines best practices for handling reviews on our platform.

Why Reviews Matter

Guest reviews are crucial to your listing's success. They build trust with potential guests, influence booking decisions, and affect your visibility in search results. High-quality reviews and thoughtful responses demonstrate your commitment to excellent hospitality.

Key Review Guidelines

Maintaining Professionalism

Always respond to reviews in a professional and courteous manner, regardless of whether they are positive or negative. Keep your tone friendly and avoid being defensive. Your responses are visible to all potential guests, so they reflect your hosting standards.

Responding to Reviews

We recommend responding to all reviews within 48 hours of receipt. Address specific comments made by guests and thank them for their feedback. If a guest raises a concern, acknowledge it and explain how you plan to improve. Learn more about crafting effective responses.

Addressing Negative Reviews

Negative reviews provide valuable insights. Rather than ignoring them, use them as opportunities to demonstrate your problem-solving skills. Offer specific solutions and invite the guest to contact you privately if they wish to discuss further details.

Review Authenticity

All reviews must be genuine reflections of guest experiences. We prohibit soliciting fake reviews, offering incentives for positive reviews, or retaliating against guests who leave negative feedback. Review our complete policy.

What You Should Not Do

• Do not ask guests to remove or change their reviews
• Do not offer compensation or discounts in exchange for positive reviews
• Do not post reviews about your own property
• Do not use offensive language or make personal attacks
• Do not share guests' private information in your responses

Tips for Improving Your Review Score

Provide exceptional service by maintaining clean accommodations, communicating promptly with guests, and exceeding their expectations. Follow your house rules consistently and address maintenance issues promptly. Encourage satisfied guests to leave reviews by sending a polite follow-up message after checkout.

Reporting Inappropriate Reviews

If you believe a review violates our community standards or contains false information, you can report it for review. Our team will investigate and take appropriate action if necessary. Submit a report here.

Need Additional Help?

For more information about managing your hosting account, contact our support team. We're here to help you succeed as a host.