All policies · Marketplace terms · Host terms · Reviews & content · Privacy
Authentic feedback, reporting and removal
Effective October 27, 2026 · Version 1.0 (2026-10-27.1) · Applies to reviews, ratings, replies, listings, photos and other submitted content.
To report a review or content issue, email info@jaxbnb.com with the subject “Content review.” For intimate imagery shared without consent, use “Urgent image removal” and follow section 6 below. No JaxBNB account is required to make a report.
1. Real experiences and honest opinions
Reviews should describe a real, relevant booking or stay experience in the reviewer’s own voice. State what you experienced and distinguish facts from opinions. A completed stay is not always necessary: a canceled reservation, denied check-in or a booking problem can support a review about what actually happened. Do not rate rooms or amenities you did not experience. A platform booking label confirms the reservation record, not every claim in a review.
Honest criticism is welcome, including criticism of JaxBNB. A low rating, a refund request, a complaint about value, or a review mentioning a damage dispute is not itself a violation. Conditions beyond a Host’s control, such as neighborhood noise or a storm response, may still be relevant to a traveler. A Host’s disagreement with an opinion or version of events is not proof that it is false.
JaxBNB operates this review platform and also manages some listed properties. The same eligibility, publication and removal standards apply to independent properties and JaxBNB-managed properties. Paid placement, a management relationship, a commission or a Host’s commercial importance cannot purchase a better review outcome. Any editorial badge or recommendation must accurately describe its basis and must not suggest independent third-party certification when none exists.
2. Content that may be removed
We may remove or restrict content supported by evidence of one or more of the following grounds. The rule applies regardless of whether the review is positive or negative.
Fabrication or impersonation: a nonexistent experience, a review posted by someone pretending to be another person, invented booking evidence, or materially false factual assertions that reliable evidence establishes are false. AI may help a person express an actual experience; it may not invent an experience, person, photo or event and present it as real.
Manipulation or undisclosed conflicts: sham reservations, duplicate reviews intended to inflate or depress a score, review trading, coordinated attacks, purchased reviews, or reviews written by a Host, manager, employee, owner, close family member or other interested party about a listing or business with which they are materially connected. JaxBNB does not permit incentives for submitting, revising or removing public reviews, even if the incentive is offered for any rating.
Coercion or proven retaliation: a documented demand for a benefit to which the reviewer has no legitimate entitlement, tied to a threat to publish a knowingly false review; or reliable evidence that a fabricated or manipulated review was posted to punish enforcement of a valid rule. An unfavorable review after a rule dispute is not enough. An honest complaint or statement that the reviewer intends to describe a poor experience is not automatically extortion.
Other prohibited material: threats, targeted harassment, discriminatory abuse, unlawful content, sexual exploitation, nonconsensual intimate imagery, private access codes or financial information, doxxing, impersonation, intellectual-property infringement, spam, unrelated advertising, or content wholly unrelated to the relevant experience. Allegations of serious misconduct are not removed merely because they are serious or embarrassing; the applicable ground must be assessed fairly.
3. What removal does and does not mean
We may redact a separable privacy or safety violation while preserving the remaining relevant review. We will not edit a review to reverse its meaning, quietly turn criticism into praise, or substitute our preferred opinion. If the entire review is ineligible or fabricated, its associated rating is also removed. If only a separable portion is redacted, an otherwise valid rating remains. Substantive redaction is identified where practicable without republishing the harmful material.
We will not remove a review solely because it hurts a listing’s reputation, mentions a competing service in a relevant comparison, criticizes a company policy, reports a genuine safety concern, or concerns circumstances outside a Host’s control. A signed rental agreement cannot require silence or transfer ownership of a consumer’s review to the business.
Hosts and JaxBNB personnel may respond factually and respectfully, without exposing private information. Do not condition a refund, deposit return, damage settlement, assistance or other benefit on a favorable review or removal of protected criticism. Do not use baseless legal threats, intimidation or false public accusations to deter reviews. A genuine legal claim or lawful takedown request must follow the appropriate process.
4. Requesting review and appealing a decision
Report content to info@jaxbnb.com with the subject “Content review.” Include the review or content link, booking identifier if available, the specific policy ground, the exact disputed material and relevant records. Supply only necessary personal information, through a secure channel when appropriate. Do not repost private or harmful content to prove your report. Ordinary reporting or appeal deadlines do not bar a request required by law.
We assess the identified ground, reliable evidence, context and any response reasonably needed from the author. We may ask for additional records. A disagreement we cannot reliably resolve is not automatically treated as falsity. We may temporarily restrict material while addressing a credible safety, privacy or legal risk, but will not use routine review holds to selectively hide negative feedback.
We will communicate the outcome and general reason to the reporting person and affected author when reasonably practicable, subject to privacy and legal limits. Either may request reconsideration by emailing the decision reference, the alleged error and any new evidence within 30 days. Where practicable, a person who did not make the original decision will review the appeal. Emergency or legally required action is not delayed for an appeal.
An author may request withdrawal of their own review. We may verify authorship and investigate coercion. Withdrawing a public review does not necessarily erase lawfully retained evidence. A Host cannot withdraw someone else’s review. Account closure or termination of a Host relationship is not, by itself, a reason to delete valid criticism or reset a property’s rating history.
5. Publication and rating integrity
Review invitations and any publication window must use the same criteria for positive and negative experiences. We do not invite only satisfied Guests to post publicly or route dissatisfied Guests only to a private form. A published sorting or filtering option must be clearly labeled; the default display must not misleadingly imply it contains all relevant reviews if material reviews have been excluded.
Imported reviews require the necessary rights and accurate source, date and booking-status labels. They must not be represented as verified JaxBNB bookings. A listing must explain whether its displayed score uses native reviews, imported reviews or both, and the count must match that method. A change of manager must not be used to falsely portray old reviews as reviews of the new manager’s services.
6. Copyright and urgent safety reports
For copyright complaints, identify the work, the specific allegedly infringing content and its location, and your contact information. Include your physical or electronic signature, a good-faith statement that the use is not authorized by the owner, its agent or the law, and a statement that the notice is accurate and, under penalty of perjury, you are authorized to act for the owner. Send complaints to JaxBNB LLC, Copyright Review, info@jaxbnb.com, 521 Copeland Street, Jacksonville, FL 32204; telephone 904-242-6988. This contact is for receiving copyright complaints; this page does not represent that JaxBNB has registered a designated agent with the U.S. Copyright Office.
An affected uploader may submit a counter-notice identifying the removed material and its former location, their name, address, telephone number and signature, and a statement under penalty of perjury that removal resulted from mistake or misidentification. The counter-notice must consent to the jurisdiction of the federal district court for the district of the uploader’s address, or, if outside the United States, any judicial district where JaxBNB may be found, and accept service from the original complainant or its agent.
We process qualifying notices and counter-notices under applicable copyright law, including forwarding an appropriate counter-notice to the complainant. Where the statutory process applies, restoration ordinarily occurs 10–14 business days after receipt of a valid counter-notice unless we receive notice of a filed court action seeking to restrain the alleged infringement; a separate valid content-policy ground may still prevent restoration. We terminate repeat infringers in appropriate circumstances and accommodate applicable standard technical measures. Copyright procedures must not be misused to suppress lawful criticism or fair use.
For intimate imagery shared without consent, including a sexual deepfake, email info@jaxbnb.com with the subject “Urgent image removal.” The depicted person or authorized representative should provide a physical or electronic signature, information sufficient to locate the image, a brief statement of their good-faith belief that it was shared without consent, and sufficient contact information for follow-up. Do not attach or redistribute the image. We will remove qualifying reported material and make reasonable efforts to identify and remove known identical copies within 48 hours of a valid request, or sooner where law requires. Other illegal or immediately dangerous content should also be reported urgently. Contact emergency services for immediate physical danger.
7. Consistent enforcement
Repeated manipulation or serious content violations may lead to restricted posting, listing suspension or account termination under the Terms of Service. We may preserve evidence, cooperate with lawful requests and make reports required by law. JaxBNB’s content decision governs its platform; it is not a court judgment about defamation, damages or criminal responsibility. Nothing here prohibits a lawful complaint to a regulator, attorney, insurer or payment provider.
Examples of how this policy works
“The mattress was uncomfortable and the street was noisy.” Keep: relevant experience and opinion, even if the Host disagrees or cannot control traffic.
“Pay me $500 or I will falsely say there were bedbugs,” supported by messages. Investigate and remove proven manipulated content; preserve the evidence. A request for a refund for actual bedbugs is different.
A useful review includes a door code or someone’s personal phone number. Redact the private information while retaining the relevant review and valid rating where possible.
A Guest receives a damage invoice and then leaves a low rating. Do not remove based on timing alone; assess the review and evidence under the same rules.
A manager creates a fake five-star review, or imports another site’s review as a verified JaxBNB stay. Remove or correct the misleading material and rating treatment as appropriate, regardless of whose property benefits.