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Writing and responding to reviews | Hosts​

Once your guest completes a trip, you can rate the trip and leave a written review detailing the experience. If a guest leaves you a written review, you have the option to respond within 30 days.

Understanding ratings and reviews

Leaving a trip review gives you a chance to share honest feedback about your experience. There are two elements to a trip review: a rating and a written review. Ratings allow you to assign an overall score of one to five stars to the trip. A written review lets you share detailed and specific feedback about your experience. If you rate a trip, we strongly encourage you to write a review explaining the reason for your rating. We’ll display your rating and any written review on a guest’s profile.

When a guest reviews a trip, we’ll factor the trip rating and any ratings they leave for cleanliness, communication, convenience, listing accuracy, and/or maintenance into the average for those ratings, which we display on the vehicle listing tied to the trip. If a guest has written a review, we’ll publish it on the vehicle listing as well.

We’ll also display an average overall trip rating below your profile photo. If you have more than one vehicle listed, this rating will reflect the average overall trip ratings across all of your listings. Ratings and reviews will be visible to you and your guest once both of you submit your trip review or within 10 days of the trip ending, whichever comes first.

Submitting a trip rating and review

Once your trip ends, you have 10 days to rate and review it. We’ll notify you the review window is open and alert you when it’s about to close. To review a trip, follow the link in the notification email, tap the in-app notification, or open the Trips tab and select the trip. You’ll be prompted to rate your trip. We’ll also ask you to “write a public review,” and depending on your overall rating, may require you to do so.

Double check everything before you submit it. Once you submit, you won’t be able to change your rating or your written review, and you won’t be able to go back and write a review if you forgot to do so. If you miss the 10-day window, you’ll be unable to leave a rating or review. We encourage you to rate and review every trip, especially those that stood out to you as extremely positive or negative.

Responding to a written review

We’ll let you know if and when a guest has submitted a trip review. If a guest has submitted a trip rating only, it won’t be displayed publicly but will be visible only to you via your Business page. If your guest has submitted a rating and written review, we’ll display them on your vehicle listing and profile page, and you can respond to written reviews there if you choose to do so.

Note: If your guest says they’ve left a review but you can’t find it, it’s likely they’ve only left a rating and not a written review.

You have 30 days after receiving a written review to respond. Double check your response before you submit it since you won’t be able to change or remove it. You’re not able to respond to trip ratings. Responses are public and visible to anyone visiting Resortifi. Keep these suggestions in mind when writing your response:

  • Use this opportunity to thank your guest and invite them to come back
  • Be polite, professional, and empathetic
  • Note any concerns your guest raised, and let them know you’ve heard their feedback

If you cancel a trip with your guest, we’ll post an automated review on your vehicle’s listing. Automated reviews are posted to display your reliability as a host. Power Hosts and All-Star Hosts can respond to automated cancellation reviews, but hosts who haven’t achieved this status can’t.

Note: In most cases, Resortifi is unable to honor a request to remove a review. Review the guidelines for having a review removed before getting in touch with your request.