Reviews policy

At GuruWalk, we are committed to the quality of the ads available on the platform. Being the reviews a useful source of evaluation according to the different experiences of walkers who have booked through GuruWalk and impact the decision-making of new travelers who want to book the tour that receives the review. For this reason, a content policy has been created for the reviews that are written on GuruWalk and should be used as a basis for evaluating whether the reviews received are eligible for modification or elimination.

At GuruWalk we take transparency, clarity, and a trust-based relationship with our community very seriously. Any attempt to cheat or defraud any member of the community will be reprimanded with an account suspension, review history deletion, or even expulsion from the platform.

Within this policy you can find:

• Review control by the GuruWalk team.
• Suggested steps to manage a review.
• Contacting the GuruWalk experience team
• Moderation on canceled bookings
• Review content policy

Review Control

In GuruWalk we have a specialized team that controls each of the reviews received on our platform and always tries to keep up to date, but in times of increased activity can generate delays, for this reason, we suggest the following steps to manage the reviews in the best way.

Suggested steps to manage a review:

• We advise that before requesting the removal or change of a review, contact the Author of the review, to understand/explain what happened respectfully and give as much information when contacting us. In most cases, if it is a traveler, they appreciate the contact and request the removal or modification of the review themselves.
• Respond to the review explaining what happened, which allows the future traveler to understand your opinion and see that you are active on the platform, always aware of the experience you offer, and focused on continuous improvement.

Contact with the review team:

To contact us, click here, and in the help section, select "Modify or Delete a review".

You must tell us which aspects of the review do not comply with the content policy and an explanation of what happened. We will evaluate what happened and notify you of the decision taken as soon as possible.
This is the only way to contact us to speed up the review process since we will not respond to requests outside this channel.

The reviews that a guide or agency notifies us that do not comply with the content policy and requests its removal, in certain cases will be kept hidden until a decision is made. These reviews will be evaluated by our team and the decision to remove it will be based on the relevance of the review.
As this is a free service for the community, this may take more than a week during peak times.

We will not remove a review that from your point of view is considered unfair or that you do not agree with its content, it will only be considered if, as we said before, it does not comply with the established parameters. We will be neutral with respect to disputes between what happened.

Moderation on canceled bookings

The experience of the travelers is very important, that is why the reviews received of this type are allowed when the proper cancellation is not made in the GuruWalk system. This is considered mismanagement of your account and the bookings received, which generate bad experiences and will not be removed.

Content Policy for reviews on GuruWalk

Write fair and constructive reviews based on your experience with the guru. Never write insults or hurtful messages, keeping in mind that we are all people.

Congruence

The review must contain relevant information about the experience and must be related to the correct performance of the guruwalk, it cannot express aspects in which the guide has no control, such as the weather or topics specified in the tour/experience description that you do not share common beliefs.

Personal

We want to know about your experience, for this reason, you should not quote other people in the group or perceptions beyond your own that were brought up during the tour, you can always give as much detail about your experience as possible, as the guides appreciate constructive or supportive criticism of their work, and you can always give advice to other travelers to better enjoy the guruwalk.

It must be part of a GuruWalk experience.

Guides and agencies have different products and services that they offer on multiple platforms, it is important that you evaluate only the experience you booked through the platform, as GuruWalk is not responsible for bookings made outside the platform and tours or experiences that you do not find on GuruWalk.

Honest

The reviews must be written by real people who have attended the experience and who made or are part of a booking on GuruWalk, if the team detects a review from fake users or related to the guru(guide) account, the account will be sanctioned and the user created for this purpose will be deleted.

Respectful

Remember that guides live from this job and even if you did not have the best experience, keep in mind the impact that your review will have on the guru's profile, for this reason, it should not be created to harm the integrity of the guru, have a threatening, discriminatory or obscene tone.

This policy may be modified according to the cases we receive and that at the time was not taken into account to write it, the new update will always be available to the entire community.