How they work
- When a booking is completed, both sides can review: the guest reviews you and you review the guest. There are 14 days to do it.
- They are blind: neither is published until the other side also reviews or 14 days pass, whichever comes first. Nobody writes in reaction to the other.
- You need verified identity to review. The comment is 10 to 1,000 characters.
- The rating is 1 to 5 stars. Categories (cleanliness, accuracy, check-in, communication, location, value) are only filled by guests on stays.
Reviewing the guest
- In "Today" the task "Leave a review for …" appears; you also have them together under "Pending reviews".
- You set the stars and the public comment. You can add a private note only the guest will see; it appears on no profile.
- Before it publishes you can edit your review up to 3 times. Once published, no more.
Replying publicly to a review
- Menu → your profile → "Reviews about you". On each review tap "Reply", write and "Send reply" (up to 1,000 characters).
- Also from your listing's reviews section with "Reply to this review", or from the task "Reply to …'s review" in "Today" (shows for up to 30 days).
- You can only reply once the review is public. You may fix your reply once with "Edit reply".
- Replying to 90% or more of reviews is one of the Superhost requirements.
How to reply well
- Thank them, clarify the specific point and say what you changed. Your next guests read it, not the author.
- Never include the guest's personal data or reply in anger: an aggressive reply weighs more than the review.
If the review is unfair
- On the review tap "Report this review", pick the reason (abusive language, spam, fake review, unrelated to the booking, personal information, other) and tell us what happened (at least 15 characters). The report is anonymous.
- You can report it even during the blind period, if you already saw it.
- The SivarGO team reviews it and may hide it. Neither you nor the guest can delete reviews from the app.
- A negative but honest review is not removed; in that case, reply to it.
Your score shows from the first public review. Reviews hidden by the team do not count in the average.
Need more help? Write to us at soporte@sivargo.com.