Reviews — How They Work
Suaka's review system builds trust across the platform. Here is everything you need to know.
What is a Review?
A review is a verified, first-hand account of your stay or hosting experience submitted through the Suaka platform. Reviews help future tenants choose the right villa and help hosts improve their service. Only users who have completed a booking can leave a review.
When Reviews Are Requested
Suaka automatically sends a review request to both the Tenant and the Host the day after checkout. You have 7 calendar days from checkout to submit your review.
How Reviews Are Published
- Reviews use a blind system — neither party can see the other's review until both have submitted.
- If both parties submit within 7 days, both reviews publish simultaneously.
- If only one party submits within the 7-day window, that review publishes automatically after 7 days.
- Once published, reviews cannot be edited or deleted, except where Suaka removes a review for a policy violation.
What Makes a Good Review
- Be honest and specific — describe what you actually experienced.
- Keep it respectful and constructive.
- Tenants: comment on cleanliness, listing accuracy, communication, check-in experience, and value.
- Hosts: comment on the tenant's care of the property, communication, and adherence to house rules.
- Do not include: personal contact details, off-platform booking offers, discriminatory language, or references to disputed deductions under active review.
Review Content Standards
Suaka will remove reviews that contain: defamatory, false, or misleading content; hate speech or discrimination; private personal information; content not based on a genuine first-hand experience; or content that was incentivised (e.g., offered in exchange for a discount). Removed reviews are flagged and the relevant account may be suspended.
Star Ratings
| Category | What It Measures |
|---|---|
| Overall Rating | Overall impression of the stay or hosting experience |
| Accuracy | How well the Listing matched the actual property |
| Cleanliness | Condition and cleanliness of the property on arrival |
| Communication | Responsiveness and helpfulness of Host or Suaka support |
| Value | Whether the property represented fair value for the price paid |
| Location | Convenience, safety, and appeal of the surrounding area |
Disputing a Review
If you believe a review violates Suaka's content standards, you may flag it within 14 days of publication. Suaka will investigate and may remove a review if it breaches policy. Negative reviews that are honest and factual will not be removed. Disputes about active deposit deductions should not be included in reviews — use the in-app dispute system instead.
Honest reviews are the backbone of the Suaka community. We encourage all users to leave a review after every stay.