How does AvantStay handle guest reviews?

Guest reviews go to our guest experience team and to the local team that looks after the home.

What we do with them

·       Anything specific to a home goes to the local team responsible for it, so it can be put right.

·       Recurring themes shape how we set our cleaning and maintenance standards.

·       Where a platform allows a host response, we reply publicly.

We never include your personal details, booking information or any private correspondence in a public reply.

Our policy on negative reviews

We cannot edit or delete what a guest has written. Honest criticism from a real stay stays up.

The only reviews we report are ones that break a platform's own published rules, for example a review containing someone's personal information, a review of a stay that never happened, or a review posted to the wrong property. In those cases the platform, not AvantStay, decides the outcome.

If anyone contacts you claiming to represent AvantStay and offers you something in return for a review, it is not us. Please let us know, and see How can I avoid scamming and phishing attempts?

Frequently asked questions

Does AvantStay delete bad reviews? No. We cannot edit or delete guest reviews on other platforms, and we do not ask platforms to remove reviews for being negative. We report only content that breaks a platform's own rules, such as reviews containing personal information or reviews of stays that did not take place.

Can AvantStay remove a review I regret writing? No, for the same reason. Contact the platform where you posted it, since it controls the content. That also applies if you posted about the wrong property or included personal details by mistake.

My review was about a problem that is still unresolved. What now? Please contact us directly rather than waiting on a reply to the review, since a public response is not a support channel. See Who do I contact if I need assistance during my stay?

Where can I read AvantStay reviews? On the listing page of the home you are considering, on our Trustpilot profile, and on the AvantStay reviews page. See also Where can I read verified AvantStay reviews?