Guests
Reviews
Both ways, blind until both are in; what gets taken down, and how to ask.
Reviews are how the next guest and the next host decide. They are honest because both sides write blind, and they stay trustworthy because the few that break the rules come down. This page is for hosts and guests alike.
How a review works
- After checkout, each side has a window to write. Neither sees the other's words until both are in, or until the window closes; then both publish together. A side that never writes does not stop the other's review from showing after 21 days.
- A guest rates cleanliness, accuracy, communication, check-in and checkout, area guidance and value; the overall star is the average, and guests see one figure. A host rates whether the place was left clean, communication and house rules.
- A private note goes to the other side only and is never published.
- A review is tied to a real stay. Nobody can review a place they did not book, or a guest who did not stay.
What we take down
A review comes down, with the reason recorded, when it:
- Insults, threatens or harasses anyone, or targets a person for who they are: race, religion, nationality, sex, sexuality, disability, age or family.
- Publishes private information: a full name, phone number, address, email, licence plate or anything else that identifies a person beyond what the listing shows.
- Is not about the stay: a dispute over a refund, the price of other listings, politics, or events outside the booking.
- Was written in exchange for something, or withheld to get something: a discount for a better review, a refund for taking one down, a bad review threatened to force a concession.
- Comes from the host's own household, a competitor, or an account made to post it.
- Describes something unlawful in a way that would put someone in danger.
A review does not come down for being negative, blunt or unfair in the writer's opinion. "The bed was hard and the host slow to answer" stays. So does a one-star review of a guest who broke the house rules.
Setting one aside
A host whose rating has clearly risen since a bad review can set that one aside, once a year, so it no longer counts in the average: the review stays visible, marked as set aside, and the stay must have no open incident or dispute. The exact conditions are on the host's reviews page.
How to ask
Write to support@youandhost.com with the listing and the stay dates, or the review itself, and say which rule you think it breaks. A person reads every request, looks at the stay, and answers. A review taken down is hidden on both sides with the reason recorded; the writer is told it was removed and why. A review that stays is a decision too, and you are told that as well.