A review collected directly belongs to you: you can display it on your site and keep it if you leave a platform. A review left on a platform stays there.
The right moment
Two or three days after departure. Earlier and the guest is still travelling; after a week the response rate collapses. The e-mail goes out automatically two days after each departure: the "Ask for a review after the stay" setting, under Reviews, is on by default. You can switch it off, but it is the setting to leave on.
What gets a reply
A short, personal message asking one thing. If the stay went particularly well and they said so on leaving, ask for a Google review too — then, not three weeks later.
A negative review
Answer quickly, without a long justification, and offer a concrete solution if there is one. A calm answer to a harsh review convinces more than ten glowing ones. Never ask a guest to remove a review.
Displaying it
Every review left on your site appears on your property page: you cannot hide or edit them, which is what makes them worth something. An abusive or off-topic review? Write to us and we remove it.
You can also copy reviews from Airbnb, Booking.com or Google, word for word, with the link to your listing; they are marked "copied by the host" and cannot be edited once saved. Invented reviews have no place here — the practice is illegal, and it shows.