Get and respond to resident reviews

Reviews are how future residents decide whether to stay with you. They also feed into your performance signals.

How reviews work

After move-out, the resident is invited to review the stay.
They have 14 days from check-out to submit.
Reviews are released after both sides submit (or the window passes), so neither side sees the other's review before writing theirs — this prevents retaliation.
Once released, the review is public on your listing.

What residents rate you on

The review covers categories specific to coliving:

Community — the people, the vibe, the social experience.
Events & Activities — what's happening, organised or organic.
Host Management — your responsiveness, problem-solving, day-to-day handling.
Cleanliness & Maintenance — both private and shared spaces.
Private Room / Sleep Quality — bed, noise, privacy.
Work Environment — desk, internet, daytime quiet.
Location — neighbourhood, transit, surroundings.

Plus an overall rating and a written review.

How to get more positive reviews

Set accurate expectations in the listing

Most negative reviews are about expectation gaps, not absolute quality. Promise less than you'll deliver.

Nail the first 24 hours

A clean space, accurate room, smooth check-in, and prompt early responses set the tone for the whole stay.

Respond fast during the stay

The fastest-responding hosts get the best management scores. Slow response feels like neglect.

Ask for a review honestly at check-out

A simple ask works:

"Has been a pleasure. If you've had a good experience, a quick review really helps."

Don't beg, don't condition. Just ask once.

When you get a negative review

Step 1: read it without reacting

Wait at least an hour before responding publicly.

Step 2: write a public response

Keep it:

Brief — three sentences is plenty.
Factual — correct misstatements with specifics.
Gracious — future residents are reading, not the reviewer.

Example response to "the apartment was dirty":

"Thanks for the feedback. We sent the cleaner immediately when you raised this and addressed it within two hours. Sorry the first impression wasn't right — we've since added a pre-arrival check to avoid a repeat."

Don't:

Attack the resident personally.
Reveal private booking information.
Argue every point.

Step 3: extract a lesson

Is there one operational change that would have prevented this review? Make it.

Step 4: report retaliatory or false reviews

If a review violates our review policy (threats, off-topic, false claims), contact support via the help centre. We can remove reviews that breach policy — not reviews you disagree with.

When you write a review of a resident

Be honest. Future hosts rely on accurate reviews.

Positive residents — be specific. "Respected house rules, easy to communicate with, left the room cleaner than they found it" beats "great resident."
Problem residents — be factual without being inflammatory.
Don't review what you can't substantiate.