The rating is your interface, and it reflects the guest experience of your unit. The higher your unit’s rating, the more likely it is to be booked. The rating helps you to know what needs to be improved from the guest’s perspective and thus the opportunity to develop and optimize your unit.
Types of assessment:
Guests can rate their experience from 1 to 10 for each rating, and the average rating will be taken to show the overall rating of the unit.
Cleanliness assessment
How clean was the place?
Status of the place
What was the state of the place when you entered?
Host service
How was the steward's service?
Information
Is the advertised information true to reality?
Evaluation mechanism:
Through the app, the guest will be able to rate their experience of the unit within 30 days of departure.
When to publish the assessment
The review is published 3 to 5 business days after the guest adds the review
Terms of published reviews
- The reservation must be confirmed
- The evaluation must be done within 30 days of departure
Reviews that don't get published
- A review that contains offensive words
- The difference between a public evaluation and a written comment
Example : The overall rating is 5 or less, but the written comment (the place is nice – the apartment is cozy, etc…). - The overall rating is poor but there is no comment at all or the comment does not explain why the rating is poor
The host's response to the guest review
As a host, you can respond to a guest’s review to thank them for their stay or clarify some points that should be clear to future guests. Hosts are encouraged to respond to all reviews.
Assessment Appeal Policy
This option is designed to spare hosts from negative reviews that are intended to discredit the unit or for other dishonest purposes. If a host disputes a guest’s review, it will only be accepted in the following cases:
Damage or damage by the guest to the host’s property
The objection is accepted if the host proves that the guest caused damage to their property.
There must be proof (photos – video) or a valid and accepted claim in the host protection program by the host
Guest’s violation of the booking terms
The objection will be accepted if the host proves the guest’s violation of the booking conditions with clear proof (photos – video)
Example: Guest’s failure to adhere to the designated checkout time
How to file an objection to an evaluation
If you meet the conditions mentioned in the review. Contact your account manager through chat and attach the booking number of the review you wish to delete, along with all the proofs, and the review will be reviewed and a response will be sent to you.