How should I reply to a review?

You can post one public reply to each review of your business, and edit it for 48 hours. It appears under the review for future guests to read. Open Menu, then Reviews, open the review and tap Reply publicly (once).

Reviews go both ways, and stay private until both sides have reviewed or the 14 day window closes. See Reporting and blocking guests.

A good reply

• Thank the guest.
• Keep it factual, calm and about the trip.
• If something went wrong, say what you have done about it.
• Keep it short.

Never include

• Any personal data about the guest beyond their first name.
• Threats, insults or discriminatory remarks.
• Phone numbers, emails or offers to book outside Pickup.
• Details of a dispute or claim.

A reply that breaks these rules may be removed.

If you think a review is unfair

Do not argue in public. Report it in the app. Pickup removes reviews only under the Reviews and Ratings Policy, for example where a review is abusive, discriminatory, about something unrelated to the trip, or part of an attempt to manipulate ratings.