If we get a negative comment, we DO approve those and post them to the website most of the time. If you search our Hosts, they are definitely there.  We do monitor the negative comments FIRST because each Host gets an email with the reviews that are made so we want to make sure they are valid.  As our first priority is helping our members and Hosts, sometimes, it takes us a few weeks to get those caught up.


Many times, you don't see the negative reviews because we choose to take the Host out of our program after several negative reviews or, in some cases, only with one negative review that warrants us to remove the Host.  We also have members who email or call us directly to tell us about Hosts and we make those notes internally.  


 We do have a few exceptions:


1) In cases where we can contact the Host to get the other side of the story, we often do that first before posting the comment. For example, we had one member tell us the gate was closed when they arrived and they were upset. After calling the Host, I found out the member did not arrive when they told the Host they would and never called to let the Host know. The Host waited TWO HOURS past business hours and they never arrived. It is not fair to post negativity on the part of the Host when the member was clearly at fault.  


2)  When the negative comment includes an absolute statement, name-calling, or something like that, we do not post it. Hosts do have access to our website.  Occasionally, we edit that out but still leave the rest of the comment.  For example, "This Host was a jerk." or "This is the worst food we have ever had in our life."  It is quite possible to leave constructive criticism for the Host and other members without being mean.


Hosts are also allowed to review the members also.  We monitor those to make sure that our members are also presented in a good light and weren't just having a bad day when they arrived late.  We wouldn't want a member to be denied a stay at another Host in light of different information that adds clarity to the situation (like a flat tire or traffic jam).