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Draft — pending attorney review

This document has not yet been reviewed by a lawyer. We publish it so it can be read and corrected. If anything here conflicts with what you were shown at the moment you booked or paid, what you were shown then is what stands.

Version 2026-08-06

Reviews policy

This Policy forms part of the Terms of Service. Last updated 6 August 2026.

Our principle: rules decide, not opinions

Reviews are neutral and rule-based. Rent La Ventana does not remove a review just because someone dislikes it. We only act on reviews that break the specific, published rules below — so the policy decides, not our personal judgment. This keeps reviews trustworthy and keeps us neutral.

Who can review

  • Only a Guest with a completed booking may review that listing, and only an Owner who hosted a completed booking may review that Guest.
  • Reviews are two-sided: Guest and Owner may each leave one review per booking.
  • Reviews are revealed at the same time (or when the 14-day review window closes), so neither side can write a retaliatory review after reading the other's.

Enforced in migration 0008 · guest_can_review_booking()

What a review must be

  • Honest, first-hand, and about the actual stay or service.
  • Relevant to future Guests or Owners.

What we will remove

We remove or decline to publish a review only if it:

  • Contains illegal content, hate speech, harassment, or discrimination.
  • Reveals private or personal information (contact details, exact address, another person's data).
  • Is used for extortion — for example, demanding a refund or a freebie in exchange for a good review, or threatening a bad one.
  • Is spam, an advertisement, or off-topic — not about the stay or service.
  • Is fake, not from a real completed stay, or posted by someone with an undisclosed conflict of interest, such as a competitor or the Owner's own relative.
  • Concerns something outside the reviewed party's control, such as a platform outage or the weather. Such content may be removed, or the review may be annotated.

An honest negative review is not a reason for removal

Owners cannot delete or edit a Guest's review, and vice versa.

Right to respond

The reviewed party may post one public response to a review. Responses must follow the same rules above.

Moderation and appeals

Rent La Ventana applies this Policy as a neutral moderator. If you believe a review breaks these rules, you may report it and we will assess it against the rules above. If we remove a review, the affected party may ask us to reconsider. We aim to explain decisions by reference to the specific rule applied.

Enforced in src/app/admin/actions.ts · adminDeleteReviewAction

No incentivized or fake reviews

Buying, selling, exchanging, or incentivizing reviews is prohibited and may result in removal of the reviews and the account.

⚑ Lawyer review

A published, rule-based reviews policy is part of your legal protection: it is your defense if an owner claims you unfairly kept or removed a review. Have your lawyer confirm the moderation and appeals language.

Something here not making sense, or not matching what happened to you? Tell us. While this is a draft, that is especially worth doing.