Reviews and Ratings Policy

Who can leave a review

Only a Guest with an account that made the booking through the platform can review that stay, and only after the stay has finished. Our system checks this before a review can be saved: the booking must be attached to your signed-in account, must be an approved or confirmed booking, and the check-out date must have passed. Cancelled bookings and stays that have not yet ended cannot be reviewed. We do not accept reviews from people who did not book through the platform, and we do not write, commission or edit reviews ourselves.

How the review system works

• one review per booking: you write a star rating from 1 to 5, an optional short title and your comments
• you can update your own review from your account; saving again replaces your earlier wording
• there is no separate self-service delete option in your account, so if you want your review taken down, contact us
• your review is shown publicly on the listing with the display name on your account
• the rating shown on a listing is the plain average of the reviews published for that listing, with the number of reviews shown alongside

What we publish

We publish eligible reviews, positive and negative. We do not remove a review simply because a Host dislikes it or disagrees with the opinion in it.

Fake and dishonest reviews

Fake and misleading reviews are regulated in the UK, including under the Digital Markets, Competition and Consumers Act 2024. We do not attempt to summarise that legislation here. The following are prohibited under our policy, and some may also be unlawful:

• writing a review for a stay that did not happen
• reviewing your own listing, or arranging for friends, family or staff to do so
• paying for, exchanging or rewarding reviews, including offering discounts or refunds in return for a positive review
• threatening a bad review to obtain something, or leaving a retaliatory review
• posting reviews on behalf of someone else, or using multiple accounts
• hiding the fact that a review was incentivised in any way

The main check that happens automatically is the eligibility check described above: the system will not save a review unless it is linked to your own completed booking. We do not currently run automated content scoring or screening of review wording, and reviews are not read by us before they appear. We look at reviews when they are reported to us, or when something else brings them to our attention, and we remove reviews we reasonably believe are fake or dishonest. Accounts involved may be suspended or closed.

Content rules for reviews

Reviews must follow our Community Standards, which set out the content rules for everything posted on the platform. In particular:

• keep it about your own experience of the stay
• no personal data about other people, no abuse, discrimination or threats
• no commercial promotion, links or contact details

Host replies

Where a review includes a reply from the Host, that reply is shown underneath it on the listing. A self-service reply tool is not currently available in the Host area, so a Host who wants to respond to a review should contact us through the contact form on this website. Replies must follow the same content rules as reviews.

Reporting or disputing a review

A Host or Guest can report a review to us through the contact form on this website. Include the listing, the review and a short explanation of which rule you believe it breaks.

• we may remove a review that breaks the rules in this policy or our Community Standards
• disagreeing with an opinion, or thinking a rating is unfair, is not on its own a reason for removal
• we will tell you the outcome of your report and our reasons
• we do not promise a particular outcome, and we do not currently commit to a fixed response time

Our role, and your data

live 1 life is operated by Paris Al Shiblawi trading as live 1 life, a sole trader. We provide the platform on which Hosts list their own properties and land. We do not own, operate, control or inspect any Host's property or activities, and publishing reviews or ratings is not a check, endorsement or guarantee by us of the safety, quality or legality of any listing.

How we handle the personal data in reviews, the booking information used to check eligibility, and records of reports and moderation decisions is explained in our Privacy Policy.

Your statutory rights and our liability

Nothing in these terms limits or excludes any liability that cannot lawfully be limited or excluded. In particular, we do not exclude our liability for death or personal injury caused by our negligence, for fraud or fraudulent misrepresentation, or for any other liability that UK law does not allow us to exclude.

If you are a consumer, you keep all of your rights under the Consumer Rights Act 2015 and other UK consumer protection law. Those rights are not affected by these terms, and nothing here asks you to give them up.

Subject to the above, we are responsible for loss or damage you suffer that is a foreseeable result of us breaking these terms or failing to use reasonable care and skill in operating the platform. We are not responsible for the acts or omissions of Hosts or Guests, or for the condition, safety or legality of the land, accommodation, venue or activity a Host provides, because we do not own, run or control those.