Help & FAQs for owners

Why do we put negative reviews live?

It can be frustrating to receive a negative guest review. Here are a few reasons why we put negative reviews live:

• For reviews to be authentic we need to put all reviews live (good and bad)
• Showing negative reviews next to several good reviews helps all reviews seem more authentic
• Responding to negative reviews gives us the opportunity to show potential guests how we work to rectify situations and create the best possible experience for customers
• Refusing to display negative reviews will often result in unhappy guests becoming more dissatisfied and they will likely post more negative feedback elsewhere on the internet (e.g. TripAdvisor, Google, etc.)

If however, we feel an unfair and negative review will be written by a guest who has booked directly with us, we can stop them receiving a review request. 

Please note bookings made elsewhere (eg Booking.com, Airbnb) will receive a review reminder after departure. As this is outwith our control we are unable to prevent these from being sent.

Visit our Help for Owners section to find out a range of useful info for property owners or head to our homepage to see how we can work with you.