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 the buyer may review: a Guest once their booking is completed, or a buyer once they have collected a shop or kit order.
• One review per booking or order, with a 1 to 5 star rating and optional words.
• Owners do not review Guests.
• A review is public as soon as it is posted.

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.

An honest negative review is not a reason for removal

Owners cannot edit or delete a review, and there is no public reply. If a review breaks the rules above, tell us.

Moderation and appeals

Rent La Ventana applies this Policy as a neutral moderator. If you believe a review breaks these rules, write to hello@rentlaventana.com 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.