Bad reviews

Depending on the channel through which you receive a booking, your guest may be able to leave you a review. Where possible, we'll share this review with you.

We want you to receive as many bookings and have as many satisfied guests as possible, so we'll let you know if your guest thinks you can improve.

Some channels will pause listings that receive too many negative reviews. Each channel calculates this figure differently. For example, Airbnb will suspend listings for 5 days if the overall rating drops below 90% of global listings.

1. What happens if my listing is suspended or removed?

If your listing has been suspended you'll be able to see this in your Channel Manager page.

Listings suspended due to negative reviews are usually back online within a few days, provided you acknowledge the issue and take clear steps to improve your quality and service. However, if negative feedback continues, some channels may temporarily or permanently suspend or even remove your listings.

Once a listing is permanently suspended or removed:

• Ongoing bookings: Your upcoming reservations may be canceled by the sales channel, with guests receiving a full refund.
• Platform impact: Your property will be removed only from the sales channel where the violation occurred; your listings on other platforms will remain unaffected.
• Host status & visibility: Key perks, such as Superhost status or boosted search visibility, may be revoked or reduced due to the severity of the suspension.

Note: Even if you relist them again or create a duplicate property, there is always a chance that they will be removed again by the sales channel. Most platforms have automation to spot and remove duplicates that violated their terms. Therefore, it is very important to address any issue early on.

2. When can I request a guest's review removal?

Guest reviews are generally only removed by major platforms (like Airbnb and Booking.com) if they violate specific content rules:

• No-shows & Cancellations: The guest never actually stayed at the property or canceled beforehand.
• Extortion & Retaliation: The guest threatened a bad review to demand money/perks, or left a review in retaliation for being reported for breaking rules.
• Inappropriate Content: The review contains profanity, hate speech, threats, explicit material, or promotes illegal activity.
• Privacy Violations: The review discloses personal information (phone numbers, full names, private addresses, or financial details).
• Irrelevance or Wrong Property: The review describes a different location, talks purely about external issues unrelated to the stay, or contains gibberish/spam.
• Expired Reviews: The review automatically ages out over time (typically after 3 years on platforms like Booking.com).

In order to appeal a guest's review, please collect all related document proving your point, and submit them to our team at connectivity@your.rentals. Please note that your appeal can be rejected if they do not match the mentioned scenarios above, or lack of supporting evidence. 

We are committed to helping you keep your listings active. If you face a surge of negative reviews, our team will work with you to resolve the underlying issues so you can stay connected. Please note, however, that we reserve the right to temporarily or permanently suspend listings or accounts that consistently receive poor guest reviews.