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Guest Feedback on Your Home
Guest Feedback on Your Home

This article explains how we use guest feedback and how it will affect your Plum Guide listing

Ashlee Gladman avatar
Written by Ashlee Gladman
Updated over a week ago

Post Stay Feedback

When guests check-out of a Plum home, they are sent a post-stay survey.

We ask guests to rank their stay at your home on a scale from 1 - 5:

  • 1 - Disaster; 2 - Disappointing; 3 - Average; 4 - Good; 5 - Great

This ranking produces a listing stay score. If you have more than one piece of feedback, the listing stay score will be an average of all rankings received.

Feedback is placed into two categories:

  • Positive: a score of 4 or 5.

  • Negative: a score of 1, 2 or 3.

Positive Rankings:

  • A positive ranking will boost your listing stay score. This will improve where your home appears in the search ranking, improve the likelihood of brand promotion (using the listing on a facet page or on social media), and will be a buffer if you receive a low ranking.

  • The feedback will be emailed to you. If the guest has provided suggested improvements, please action this to ensure continued great guest experience.

Negative Rankings:

  • When you receive your first ranking of 1, 2 or 3 you will receive a delist warning. This means that your home is at risk of being removed from the platform.

  • If you receive a second negative ranking, your home will automatically be removed from the platform unless your listing stay score is 4.0 or higher.


When do you remove homes?

We automatically remove a home after a second piece of negative feedback (unless the listing stay score is 4.0 or higher).

Our quality team reviews every piece of feedback. If we are sufficiently concerned by the first piece of feedback, we may remove the home after the first piece of feedback.

My home is being removed but I have upcoming bookings, what happens now?

If your home is being removed but you have upcoming bookings, our Care team will review the upcoming bookings and the feedback. Our Care team will be in touch to discuss next steps, whether that is rehoming the guest or taking additional steps to ensure a great guest experience.

My home was unfairly removed, what can I do?

If you believe your home has been unfairly removed from the platform, you can appeal the decision within 30 days. Please fill in this form and our Quality team will review your appeal.

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