Review Dispute Policy
How properties, managers, and consumers can challenge reviews.
Last Updated: July 2026
1. Who Can File a Dispute
Property owners, management companies, HOAs, and consumers may file a dispute regarding a review. Disputes must be filed by an authorized representative of the property or the affected party.
2. Grounds for Dispute
Reviews may be disputed on the following grounds:
- Fake or fabricated review (reviewer did not live at the property)
- Wrong property (review posted on incorrect listing)
- Wrong resident (review attributed to incorrect individual)
- Fraud or impersonation
- Incorrect factual information
- Policy violation (content violates Community Guidelines)
3. AI-Assisted Review
Most disputes are initially reviewed by our AI moderation system, which analyzes review content, verification status, dispute evidence, and historical patterns. AI handles routine disputes efficiently and flags complex cases for human review.
4. Human Escalation
Complex disputes, appeals, and cases involving significant consequences are escalated to human reviewers. Human reviewers have the final authority on disputed reviews. All parties receive notification of the decision.
5. Outcomes
Dispute outcomes may include: review upheld, review removed, review corrected, or reviewer contacted for clarification. Decisions are based on evidence and platform policies—not on whether a review is positive or negative.