How we handle clients' reviews of our accommodation
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How we handle clients’ reviews of our accommodation

April 29, 2018

Why we provide client reviews

When it comes to providing firsthand insights into our accommodation, our clients’ opinions are invaluable. That’s why we actively gather and publish client reviews of our accommodation to help you make the most informed choice possible.

The information provided in the reviews helps us identify and correct any issues so that they don’t affect guests’ experiences in the future. They also give us the chance to demonstrate the care we take over the selection and management of the properties on our site.

Our policy

We believe our policy towards client reviews of accommodation is one of the most open and helpful you will find. Whether positive or negative, ‘fair’ or ‘unfair’, every single review is published. By sharing this information we aim to guide you in your decision-making process and help you make your choice with confidence.

What we publish

Under our policy we publish ALL client reviews of our accommodation – good, bad, unfounded, outdated, incorrect or glowing. The only exclusions will be for the rare use of swear words or insults.

In the past we filtered out a tiny number of comments that we believed to be baseless or incorrect. However, no matter how well-intentioned, we recognise that it’s just not possible to be constantly and uniformly objective in this. Please bear in mind that we remove any properties that don’t reach a certain standard from our site, so it’s unlikely that you will ever find a property with a truly poor score.

How do you know the reviews are genuine?

Only previous clients are able to leave a review and then only in conjunction with a completed booking. False reviews are therefore not possible.

What do we do with the information from the reviews?

We share all of our clients’ opinions with the property providers. We investigate all issues raised and we then take action wherever possible. Where no change is possible for any relevant, minor issues, we update the information on the profile of the property. In some cases we may decide to remove the accommodation from our website altogether.

How can you find out if there has been a response to your review?

We post responses to any comment that has required investigation or further action and these entries will appear under the specific review. We aim to publish all reviews within five working days and our own comments as soon as possible.

We want to make sure that you know the whole story about a property, so we don’t remove comments about issues that have been resolved. We also publish reviews that we believe to be unfounded, but we balance these with the results of our investigations so that you can decide what information is relevant to your decision. In such cases, however, we think it’s only fair that the review shouldn’t continue to influence the average ranking of the property, so its score won’t be included in the overall calculation.

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