Review Policy

Koh-Lanta.org’s Review Policy

In order to build a platform of trust, we ask our community to help ensure that reviews on Koh-Lanta.org are useful, informative, and don’t expose our community to harm. Therefore, we expect that all reviews adhere to the following:

1. Reviews should not violate our content policy

Some content is never allowed on Koh-Lanta.org. You can review Koh-Lanta.org’s Content Policy to find out more.

2. Reviews should be unbiased

Reviews are most helpful when they provide unbiased and objective information. Therefore, we don’t allow individuals or entities who own or are affiliated with a listing or experience to post reviews of their business. We also don’t allow individuals who are confirmed to offer competing listings or experiences to post reviews of their direct competitors.

You’re not allowed to incentivise positive reviews, to use the threat of a negative review to manipulate a desired outcome, or to influence another’s review with the promise of compensation.

You’re also not allowed to accept fake reservations in exchange for a positive review, use a second account to leave yourself a review, or coordinate with business partners to get positive reviews.

Additionally, reviews may be removed from the platform for stays where a significant violation of the Party and Events Policy has taken place. This is to help Hosts feel more comfortable intervening when a disruptive party takes place, without having to fear a biased review as a result.

3. Reviews should be relevant

Keep your reviews relevant to Koh-Lanta.org and your stay or experience, since guests are reading your reviews to learn about the Host and their listing. Reviews that are off-topic can be distracting and don’t help other guests make informed booking decisions. For this reason, reviews should focus on your interactions with other community members and your time during the stay or experience.

To keep reviews relevant, we recommend avoiding the following:

  • Commentary about a person’s social, political, or religious views
  • Profanity, name-calling, and assumptions about a person’s character or personality
  • Content that refers to circumstances entirely outside of another’s control
  • Content about services not related to Koh-Lanta.org (for example, an airline, rideshare, restaurant, etc.)
  • Commentary about past Koh-Lanta.org reservations, Hosts, or guests, or about the Koh-Lanta.org product where it does not relate to the listing, Host or guest you are rating

When we receive a report of a review that violates this policy, we may remove the review from our platform. Repeated violations may lead to suspension or permanent deactivation of the account(s) responsible for the reviews.

Reporting a review that violates our policy

To report a review for violating Koh-Lanta.org’s review policy, contact us.

If you feel a review is untrue

While we encourage and expect all community members to post reviews that contain objective and accurate information, Koh-Lanta.org doesn’t mediate disputes concerning the truth of reviews. We expect the author of the review to stand behind the content of their review. If you want to respond to a review, you can,

More information on how we investigate and moderate review disputes.

Koh-Lanta.org’s Dispute Moderation for Reviews

As the Koh-Lanta.org community and product continue to grow, we remain committed to updating this policy when necessary to help ensure that reviews reflect the honest, firsthand experiences of our Hosts and guests.

We believe that a healthy review system is one that respects and protects our community’s genuine feedback. For that reason, we take the removal of any review very seriously.

  • The review is in violation of Koh-Lanta.org’s Content Policy,
  • The review is biased, or
  • The review is irrelevant to the author’s experience on Koh-Lanta.org

Moderating for bias

Our community benefits most when reviews present an unbiased picture of the member’s experience. Koh-Lanta.org removes reviews when they exhibit inappropriate bias – for example, because the reviewer is attempting to extort the person being reviewed, has a conflict of interest, or competes with the person being reviewed.

Extortion or incentivisation

Any attempt to use reviews or review responses to force a person to do something they aren’t obligated to do is a misuse of reviews, and we don’t allow it.

People who use Koh-Lanta.org aren’t allowed to tie positive reviews to promises of compensation or to threaten negative reviews if a desired outcome is not met. Violations may result in the restriction, suspension, or termination of your Koh-Lanta.org account.

This policy prohibits:

  • Guests threatening to use reviews or ratings in an attempt to force a Host to provide refunds, additional compensation, or a reciprocal positive review.
  • Hosts requiring a guest to leave a positive review or rating, or to revise a review in exchange for a partial or full refund, or a reciprocal review. Hosts also cannot offer a free or discounted stay in exchange for a guest revising an existing review.
  • Hosts or guests asking someone to take specific actions related to a review in exchange for the resolution of a dispute.

This policy does not prohibit:

  • A guest from contacting a Host with a problem prior to leaving a review.
  • A Host or guest seeking refunds or additional payment and leaving a review – where that review is not used as a threat to sway the outcome of a resolution.
  • A Host from asking a guest to leave an honest positive review or rating reflecting a positive experience.
  • A Host or guest from revising a review within the time constraints for revision.

Conflict of interest

We will remove reviews where there are signals that the reservation was made for the sole purpose of inflating a person’s overall rating, or where we suspect that the stay never occurred.

Accepting fake reservations in exchange for a positive review, using a second account to review yourself or your own listing, or providing something of value in exchange for positive reviews, are not allowed. Violations may result in the restriction, suspension, or termination of your Koh-Lanta.org account.

Competitor reviews

Reviews written by competitors (for example, competing businesses, listings, or experiences) for the purpose of dissuading others from booking those listings or experiences or driving business to other listings or experiences, are not allowed. Violations may result in the restriction, suspension, or termination of your Koh-Lanta.org account.

Party-ban violations

We may remove reviews in certain situations where the guest has not met the expectations outlined in our Party and Events Policy during their stay. We count on our Hosts to take measures to try and stop a party before it becomes a safety issue or nuisance for the surrounding community. However, we recognise that breaking up a party could result in an unfairly negative review for the Host. In order to encourage intervention and minimise the impact of biased reviews, a guest’s review may be removed when the Host has provided sufficient documentation that a significant violation of the Party and Events Policy has taken place. However, these reviews will not be removed if they contain critical information that would be highly relevant for a future guest.

Moderating for relevance

Reviews provide community members with information and insights that help them make better booking decisions. Reviews are most helpful when reviewers accurately recount their experience and provide their honest opinions.

Where a review contains information that is unrelated to an experience as a Host or guest, or is focused on something beyond the control of the person being reviewed, our moderation team will weigh the relevance of the review by assessing:

  1. Does the review recount the reviewer’s experience and provide their personal perspective?
  2. Is the review helpful to other members of the Koh-Lanta.org community? Does it provide essential information about a Host or guest, listing, or experience that would help others make more informed booking decisions?

If Koh-Lanta.org determines that the review contains no relevant information about a Host or guest, listing, or experience, the review may be removed. Reviews that contain mostly irrelevant information are also subject to removal, but only where the otherwise relevant information would not be expected to meaningfully inform the booking decisions of other community members.

Examples of relevance violations and non-violations

Irrelevant: “Don’t trust the taxi drivers in this city, they take the worst routes!”

Relevant: “Don’t trust the taxi drivers in this city, they take the worst routes! On top of that, I arrived at this listing and it was in complete disrepair and the Host never responded to my concerns.”

Irrelevant: “This guest was such a liar. There was no way she is a real doctor.”

Relevant: “The guest showed up late to check-in and then yelled at me for not waking up fast enough to let her in. She was rude and easily annoyed for the entire reservation. I would hate to experience her bedside manner.”

Moderating for cancelled reservations

Koh-Lanta.org allows you to post reviews for any reservation cancelled after 12.00am on the day of check-in. We do this to collect feedback on the most crucial moments of a travel experience, whether that means feedback about communication, house rule violations, issues with listing at the time of check-in, etc.

If you decide to leave a review for a cancelled reservation, we do ask that you keep your feedback relevant to what you have personally experienced. In cases where Koh-Lanta.org can confirm that a review was left for a cancelled reservation, and the review contains information irrelevant to our community (for example, frustrations about a flight cancellation, etc.), the review may be removed.

Cancelled reservations

In some cases, guests may be given the option to post reviews for certain reservations cancelled after 12.00am on the day of check-in.

If you decide to leave a review for a cancelled reservation, we do ask that you keep your feedback relevant to what you’ve personally experienced, whether that means feedback about communication, house rule violations, issues with listing at the time of check-in, etc. Keep in mind that if you didn’t check in, you may not have relevant feedback to share about the location, amenities, or value. A review left for a cancelled reservation may be removed if the information provided is irrelevant to our community (for example, frustrations about a flight cancellation, etc.) or if a guest cancelled the reservation due to circumstances unrelated to their experience on Koh-Lanta.org.

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