There are two types of ratings that impact you as a Host.
1. Move-In Ratings
Members submit a survey within 7 days of moving in. The final question asks for an overall rating of the property and move-in experience — this is the rating that affects your property score and appears publicly on your listing. The other questions on the survey are for your information only, so you can use them to improve your property and the move-in experience.
2. Stay Reviews
Members can submit a Stay Review every two weeks during their stay. Like Move-In ratings, these give you a window into what's happening at your property and where you can improve the live-in experience.
Using both ratings as a feedback tool is one of the best ways to improve member tenure, reduce vacancy, and grow your revenue.
Disputing Ratings & Reviews
We recognize that not every rating accurately reflects your property or your efforts as a Host. To protect you from being penalized for factors outside your control, you can dispute both Move-In ratings and Stay Reviews.
When you submit a dispute, our team follows a thorough evaluation process to ensure fairness for both Hosts and Members. Here's what happens behind the scenes.
ELIGIBILITY REQUIREMENTS
Before we can evaluate your dispute, it must meet these criteria.
Timing: You must submit your Dispute Request Form within 14 days of when the review became visible to you. Host View Reviews become visible immediately after submission. Public Reviews become visible on the first of the month.
Review Type: We encourage Hosts to submit disputes based on Host View results instead of Public Review results wherever possible. Host View results give a fuller picture of the Member experience and allow the Host to provide the best possible argument for deletion.
Only Move-in Reviews are eligible for disputes. Stay Reviews are internal feedback tools and cannot be disputed because they don't affect your public ratings or reputation.
OUR EVALUATION PROCESS
Once we receive your Dispute Request Form, our team will evaluate your case within 3-5 business days. During this time, any corresponding public review will be hidden from your listing so prospective Members won't see it.
Our team conducts a comprehensive review based on the specific category of your dispute. Below, please find a list of the most important things we’ll look at.
Access Issues
- Verification of lock types and codes in your property listing at the time of the move-in
- Review of move-in instructions at the time of the move-in
- Communication between you and the Member
- Whether the Member contacted support for access help
Responsiveness Concerns
- Host-Member chat history and response times
- Whether communication attempts occurred during designated move-in hours
- Support tickets filed by the Member
Room or Common Area Condition
- Host-Member and house chat discussions about the issue
- Maintenance tickets filed within 14 days of move-in
- Photos provided by either party
- Whether concerns reflect normal wear and tear versus legitimate issues
Utility Problems
- Communication history about the utility issue
- Maintenance tickets from this Member or others
- Known property issues documented in our systems
- External factors (like neighborhood-wide outages)
- Photos or documentation from either party
DECISION GUIDELINES
Our team considers several factors when making a decision.
- Prevention over correction: If an issue genuinely occurred (missing lock code, broken bed, etc.), the review stands—even if you resolved it quickly. Excellent responsiveness counts toward your Responsiveness rating, but doesn't negate the original problem.
- Reasonableness: We assess whether the Member's experience seems genuine, even if subjective. Reviews reflect personal experiences, and we avoid censoring legitimate feedback.
- Evidence: We look for clear, indisputable proof from either side. Documentation is critical to building a strong case.
- User error: Mistakes (like accidentally leaving 1 star when meaning to leave 5) may result in review correction or deletion.
- Exaggeration vs. reality: We evaluate whether descriptions match the severity of documented issues.
- Vague reviews: We consider whether reviews provide sufficient detail to support the claims being made.
- Issues outside review categories: We consider whether complaints relate to padmates, neighborhood issues, or other factors outside the standard Host responsibility categories.
POSSIBLE OUTCOMES
If your dispute is approved, we'll:
- Remove the disputed review from your Host View
- Delete the corresponding public review
- Recalculate your five-star rating to reflect the change
Important consideration: If the corresponding public review is positive (4-5 stars) or barely mentions the disputed issue, we may check with you first before deleting it, since removal means losing that positive feedback from your profile.
If your dispute is denied, it means we found the Member's rating reflects their genuine experience and doesn't violate our review policies. While we will provide you with a general reason for this denial, this decision is final and cannot be reversed.
PROTECTING YOURSELF WITH HOST BEST PRACTICES
The strongest disputes come from Hosts who document everything. Here's how to build your case before issues arise.
Keep Everything in the Messenger: Messaging creates a timestamped record our team can reference during disputes. It shows you took concerns seriously and helps us assess severity and timeliness.
- Conduct all Member communications through PadSplit's messaging system
- If something happens in person or over the phone, immediately send a follow-up message summarizing the interaction
- Ask Members to send photos and videos of any issues through the messenger
Document Your Home’s Maintenance: Documentation is your strongest defense. When disputes arise, Hosts with clear communication records and third-party verification have significantly stronger cases.
- Take timestamped photos of room turns and maintenance or anything significant
- Submit third party documentation whenever possible and relevant. Examples include pest control service reports, repair receipts and work orders, utility company outage confirmations, etc.
Remember: The best way to maintain great reviews is to prevent issues before they happen. Ensure your move-in instructions are clear, your property is well-maintained, and you're responsive during designated move-in hours.