Reviews policy

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.

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.

No incentivized or fake reviews

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