Help & FAQs for owners
Why do we put negative reviews live?
It can be frustrating to receive a negative guest review. Here's a few reasons why we put negative reviews live:
- In order for reviews to be authentic we need to put all reviews live (good and bad)
- Showing negative reviews next to a number of 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 find further information on this here.
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.