How the Review System Works
- Both host and guest can leave a review after checkout
- The review window is 14 days from the checkout date
- Reviews are blind until both submit (or the 14-day window closes) — this prevents retaliatory reviews where one party changes their review based on what the other wrote
- Reviews cannot be edited after submission
- Star ratings affect your search ranking — higher average ratings appear higher in results
What Guests Are Rating
Romancha collects ratings on several dimensions:
- Accuracy — Did the property match the listing photos and description?
- Cleanliness — Was the property clean and well-maintained?
- Check-in — Was the arrival process smooth?
- Communication — Were you responsive and helpful?
- Location — Did the location match expectations?
- Value — Did the experience justify the price?
Your overall star rating is a weighted average of these dimensions.
What Consistently Earns 5 Stars
Accuracy — Match Your Listing
The most common reason for a 3-star review is "not as described." Your photos and description create expectations. If the property does not match them, the experience starts with disappointment regardless of how nice the place actually is. Keep your listing updated — if you renovate, update your photos.
Cleanliness — The Baseline
Cleanliness is non-negotiable. Guests rate it harshly when it falls short and barely notice it when done well. Deep-clean before each stay. Pay attention to bathrooms, kitchen surfaces, and bedding. Change linens between every guest.
Check-in — Make It Effortless
Guests remember a difficult check-in experience. Send clear instructions before arrival. Be reachable on check-in day. If you cannot be present, ensure a keyholder or caretaker is.
Communication — Respond Fast
Slow or vague responses make guests anxious. A quick acknowledgement — even "I will get back to you shortly" — is better than silence.
Small Gestures with Big Impact
- A handwritten welcome note
- A small welcome gift — fruit, local snacks, flowers
- A printed or digital local guide (restaurants, ATMs, things to do)
- Fresh flowers in a visible spot
- Making sure the WiFi password is prominently displayed
These cost very little but are consistently mentioned in 5-star reviews. They signal care.
Responding to Reviews
You can respond to any guest review — your response is public and visible to future guests. A thoughtful response to a critical review often matters more than the review itself.
- For positive reviews: A brief, genuine thank-you. Do not be generic.
- For critical reviews: Acknowledge the specific issue, explain what you have done to fix it, and thank them for the feedback. Avoid being defensive.
Example of a good response to a 3-star review about WiFi:
"Thank you for your feedback, [Name]. I am sorry the WiFi was unreliable during your stay — I have since upgraded to a dedicated fibre connection and the issue is resolved. I hope you will consider staying with us again."
Disputing a Review
Romancha can remove a review that violates the Reviews Policy — for example, if it contains:
- Hate speech or discriminatory language
- Content about a booking that did not take place (fake review)
- Threats or extortion
- Completely irrelevant content
Romancha does not remove reviews simply because a host disagrees with them. If you believe a review violates policy, report it through the booking — our team will review within 5 business days.
Leaving Reviews for Guests
Your review of a guest helps other hosts on the platform know who they are welcoming. Be honest and specific. You do not need to leave a review for every guest, but it is good practice — it also increases the likelihood of the guest leaving you one.