Review are an important way for hosts and guests to give each other feedback, and help our community make informed decisions and understand what to expect when making plans. We believe a fair review system is one that respects and protects our community. 

Leaving a review

Only guests who have booked and paid for an experience on hekaya can leave a review, and only after the experience has ended.     
Once an experience has ended, guests have 30 days to leave a public review. Guests can still write reviews even if they’re late, they leave early, or they didn’t attend because they couldn’t find the meeting point for the experience.     
Reviews are published as soon as they are submitted.

Are reviews moderated?

Hekaya doesn’t moderate reviews before they’re published, and reviews are encouraged to be transparent.

However, reviews do need to be honest and relate to a genuine reservation, and may be removed if they violate our reviews policy. In short, this means that reviews may be removed if:

• The review is in violation of Content policy—for example, it contains private or confidential, discriminatory, violent or threatening content
• The review is biased—for example, because the guest has been incentivised to leave a positive review in return for a free or discounted experience, or where there are signals that the reservation was made for the sole purpose of inflating a person’s overall rating
• The review is irrelevant to the author’s experience on hekaya—for example, because it doesn’t contain firsthand information about the host or experience that would help other community members make informed booking or hosting decisions

 Editing a review

You can edit your review within 48 hours of initially submitting it, even if it has been published.     
You can’t request edits to a review written about you, except you may contact us to request a change in the gender pronoun used to describe you in the review.

Responding to a review

You can post a public response to a review that someone has left for you within 30 days after the review was submitted. Feel free to respond with more context or provide your own perspective, so long as you also follow our reviews policy.     
You can’t remove a review if you disagree with it, but you can report it if you think it violates our reviews policy.