How reviews work

Who can rate a salon

• You can rate a visit you booked online on GLO, once the visit is over. Appointments a salon enters by hand cannot be rated.
• We email you an invitation 2 hours after your visit ends, and one reminder 3 days later if you have not rated yet. We never choose whom to invite based on how the visit went.
• You have 14 days after the visit to rate it, and a visit can be rated once. If the salon cancels the appointment after its end time, you can still rate it.
• If you booked without an account, create one with the email you booked with and your visit is waiting for you.
• A salon's owner and staff cannot rate their own salon, and no one is offered anything in exchange for a review.

What is public, and what is not

A review is 1 to 5 stars, with an optional comment and an optional private message to the salon. On the salon's GLO page, everyone can see:

• your stars and your comment
• your first name and the first letter of your last name, such as “Sokha M.”, or “Verified GLO client” if you chose to publish without your name
• the date of the review
• the salon's reply, if it wrote one

Never public: your email address, your phone number, your private message and the name of the team member who served you. Your private message goes to the salon and GLO only.

Publishing without your name hides it from the public only. The salon always sees who wrote the review, and the review form says so.

Averages

A salon's average rating is shown publicly once it has 3 reviews. With 1 or 2 reviews the page shows only how many there are, so a single rating cannot define a salon. The salon sees its own average in GLO Pro from its first review. Hidden and deleted reviews never count.

What a salon can do

• Reply to a review in public, once, and edit that reply later.
• Report a review it believes breaks the rules, choosing one of the reasons below. A report hides nothing by itself: the review stays visible until GLO decides.

A salon can never hide, delete or edit a review. Cancelling an appointment after the visit, or deleting a client, does not remove their review. A reply may not contain personal details, or the name of a client who chose to publish without their name.

Reasons a salon can report a review

• Insult or threat
• Personal information
• Not a service of this salon
• Client didn't come
• Spam or advertising
• Written by someone linked to the salon

What GLO does with a report

GLO reads every report and decides within 48 hours: it keeps the review or hides it. GLO does not hide a review because it is negative.

A hidden review leaves the salon's page and every count and average. The client and the salon can still see that GLO hid it, and why. GLO can restore a hidden review. GLO can also remove a salon's reply if it contains insults or personal information.

Deleting your review

You can delete your review at any time: in your account, open the appointment and choose Delete review. It disappears from the salon's page, from every count and average and from the salon's Reviews page, and your comment, your private message and the salon's reply are erased. A visit can be rated once, so you cannot post a new review for that visit.

If you delete your GLO account, your reviews are deleted with it.

Where reviews appear

Reviews appear on a salon's GLO page while that page is open for bookings. If a salon pauses online bookings, or its plan lapses, its page shows no reviews until it opens again.

Review emails

GLO emails you to invite you to rate a visit, to remind you once, and when a salon replies to your review. Each of these emails has an Unsubscribe from review emails link that stops all of them.

Questions

Questions, or a salon reply you think breaks these rules: support@glo-kh.com.