Consumer Reviews Policy

1. Definitions

The following defined terms apply to this Consumer Reviews Policy:

2. Who can submit a review

1. We welcome reviews about your experience with us and your stay at the Property, directly and via Third Party Review Platforms.
2. We send all our customers who have made a direct Booking with us an invitation to submit a review. For more information about leaving reviews, please see the How to leave a review section below.
3. We also welcome reviews about your experience submitted via Third Party Review Platforms.
4. You can leave a review about a recent experience with us even if you haven’t made a Booking. You can review the Service provided by us (for example, you can review how we handled your enquiry).
5. You must be over 18 to leave a review.

3. Incentivised reviews

1. We do not currently offer any incentive (financial or otherwise, such as a discount code, voucher or free product) in exchange for a guest leaving a review.
2. If we introduce an incentivised review scheme in the future, we will update this policy before doing so, and the following will apply:
   1. any incentive offered will be given to all eligible guests, regardless of the content, sentiment or star rating of the review they go on to leave, including negative reviews;
   2. we will not require, request or expect a positive review in exchange for any incentive, and the incentive will never be conditional on the review being positive;
   3. any review left in connection with an incentive will be clearly and separately labelled “Incentivised” wherever it is displayed; and
   4. an incentivised review must still reflect the reviewer’s genuine experience of the Property and/or the Service.

4. How to leave a review

1. To leave a review with us directly about your stay at the Property, you need to complete the feedback request provided via email at the end of your stay at the Property [for direct bookings only]. If a review is not left, a reminder email will be sent. You can also request a feedback email to be resent. Review invitation links expire 60 days after the end of your stay; after this time, it will no longer be possible to submit a review for that stay. If you have any questions, please contact us via the contact details on the Website.
2. Since June 2026, we have used Feefo to collect reviews about the Service. Before that date, we used Reviews.io. All reviews originally collected via Reviews.io have been transferred to Feefo and remain visible; these are clearly labelled “Third Party Verified” to indicate they were not collected directly via our current review platform. Information about Feefo, including guidance on submitting a review, can be found at the end of this policy (Schedule 1).
3. Links to our Third Party Review Platform are either:
   1. sent automatically via email to consumers who make a Booking;
   2. accessible via the Website; and/or
   3. provided directly by the Third Party Review Platform.
4. If you booked your stay via an OTA, the OTA may request your feedback directly. Reviews submitted via an OTA are collected, published and controlled solely by that OTA on its own platform – they are not shared with us, displayed on our Website, or included in any review information we publish. The OTA’s review collection process and policies will apply. Links to guidance produced by the OTAs we use on submitting reviews can be found at the end of this policy.
5. You can also leave feedback via publicly available websites such as social media channels and Google’s public review function.

5. Review Standards

1. Your review must:
   1. reflect your genuine experience (both positives and negatives);
   2. if given in connection with any incentive we may offer from time to time (see clause 3), be genuine and honest;
   3. not relate to a product or service you are connected with (for example, because you (or someone in your family) has a financial interest in or works for the business that provides it, or because your stay was an Owner Booking);
   4. not manipulate ratings (for example, you cannot submit multiple reviews for the same product or service).

6. Where and how we display reviews

1. We publish all reviews that comply with our Review Standards, whether positive or negative. We do not filter, hide or cherry-pick reviews based on their content or sentiment. Sometimes we remove old reviews and, where we do, we make clear the time period of review information being displayed.
2. Reviews collected via Feefo (and reviews previously collected via Reviews.io) may be subject to that platform’s own content moderation rules — for example, Feefo may remove or edit a review that breaches its own policies, such as those relating to foul or abusive language, or where we have reported it as suspected fake (see clause 9). This moderation is carried out independently by the platform, and is separate from our own assessment of compliance with clause 5.
3. Reviews for our Service made via our Third Party Review Platform (currently Feefo) appear on our Website. Reviews submitted via an OTA are collected, moderated and displayed solely on that OTA’s own platform; we do not display, republish or link to OTA reviews on our Website.
4. We may display review information such as an overall rating by averaging the ratings received. This is calculated using all reviews collected via our Third Party Review Platform within the period being considered, including any incentivised reviews we may offer from time to time (see clause 3) and reviews originally collected via Reviews.io. It does not include reviews left directly on OTA platforms, which are outside our control and are not displayed on our Website. Where such information is displayed, we explain what information is being displayed and the calculation.
5. We reserve the right to hide all reviews (whether genuine or fake) and cease taking reviews at any time.

7. We may use your review in our marketing

1. We may include all (or a representative part) of your review, in our marketing material in any media (for example, on our website, in a brochure or in advertising). Your identity will not be revealed.

8. Please report suspicious reviews

1. All reviews must comply with clause 5: Review Standards.
2. If you think any review is fake or otherwise does not comply with clause 5, please report it to us via the contact details on our Website.
3. If you think any review submitted to a Third Party Review Platform is fake or otherwise does not comply with clause 5, please report it to the Third Party Review Platform via the Third Party Review Platform’s website. Please see the end of this policy for useful links.

9. How we investigate and deal with suspicious reviews

1. We regularly monitor reviews for signs of fake, non-compliant or otherwise suspicious content (at least weekly, or more frequently at busier times of year), and we also consider any reports made by you or anyone else under clause 8.
2. Reviews collected via Feefo (and previously via Reviews.io) are hosted and controlled by that platform, not by us. We do not have the ability to unilaterally remove, edit or hide a review published via Feefo.
3. Where we suspect a review is fake or otherwise does not comply with our Review Standards, we will report it directly to Feefo, together with our reasons for considering it suspicious. We aim to do this within 2 to 3 working days of becoming aware of the review. Reports are made by a member of the management team.
4. Once we have reported a review, Feefo places it into moderation, which means it is temporarily hidden from public view while Feefo investigates.
5. Feefo carries out the investigation and has final decision-making authority over the outcome:
   1. if Feefo determines the review is genuine and compliant, it will be reinstated and become publicly visible again; or
   2. if Feefo determines the review is fake or otherwise breaches its policies, it will remain hidden or be permanently removed by Feefo.
6. While a review is in moderation or under investigation, we exclude it from any aggregated review score or rating we display.
7. If we identify one review from a reviewer as suspicious, we may also report any other reviews submitted by that reviewer to Feefo and ask Feefo to prevent them from submitting further reviews, but the decision on whether to act on this remains with Feefo.
8. If you disagree with the outcome of an investigation, you can raise this with us via the contact details on our Website, or directly with Feefo (see Schedule 1). Where you contact us, we will deal with the issue in accordance with our customer complaints procedure and, where appropriate, raise it with Feefo on your behalf.
9. Where we host reviews regarding the products or services of other traders (for example, reviews about the Owner and/or the Owner’s Property) and, on assessment, deem the trader responsible for banned reviews, we may take the following additional steps if we deem it necessary on an assessment of the facts:
   1. notify consumers that the trader has benefited from banned reviews by putting a clear notice on the Website;
   2. terminate the commercial relationship with the trader; and/or
   3. notify the CMA of the trader’s breaches of the banned practices.
10. For information on how Feefo sanctions people who submit fake reviews, please see Feefo’s website (Schedule 1).
11. Because reviews on our Website are displayed via Feefo, any review hidden or removed by Feefo following moderation will also cease to be visible on our Website.

16 September 2026 – V1.0

Schedule 1 – Third Party Review Platforms

Third Party Review Platform

OTA

Reviews submitted via the OTAs below are collected and displayed solely on the relevant OTA’s own platform. We do not display, republish or link to these reviews on our Website.