Guest Review Policy

  1. Purpose

This Review and Guest Feedback Policy sets out our approach to guest reviews, feedback, and online ratings relating to our holiday accommodation. It is intended to promote transparency, fairness, and compliance with applicable consumer protection legislation and the review policies of third-party booking platforms, including Airbnb, VRBO, Independent Cottages and Simply Owners.

We are committed to providing accurate property descriptions, high standards of cleanliness, and a professional guest experience. Genuine guest feedback is welcomed and valued as an important part of maintaining these standards.

  1. Commitment to Genuine Reviews

We welcome honest and authentic reviews from guests who have stayed at our properties. We are committed to ensuring that reviews accurately reflect genuine guest experiences and assist prospective guests in making informed booking decisions.

We do not:

  • create, publish, procure, or commission fake reviews;
  • permit any third party to create, publish, procure, or commission fake reviews on our behalf;
  • offer discounts, refunds, gifts, incentives, or other benefits in exchange for positive reviews; or
  • seek to suppress, remove, or discourage legitimate negative reviews.

All reviews should represent the genuine opinions and experiences of the reviewer.

 

  1. Reporting Concerns During a Stay

We encourage guests to notify us as soon as reasonably practicable of any issue, defect, maintenance concern, cleanliness matter, or other complaint arising during their stay. Prompt notification allows us the opportunity to investigate concerns and, where appropriate, take reasonable steps to resolve them promptly. Where reasonable, guests must allow us an opportunity to investigate and rectify any reported issue before departure.

Nothing in this Policy prevents a guest from submitting a review following their stay, whether or not concerns were raised during the booking period.

 

  1. Standards for Reviews

Reviews should:

  • be based on the reviewer's genuine experience of the property;
  • be accurate and not knowingly misleading;
  • relate to the accommodation, facilities, services, or booking experience;
  • be respectful and lawful; and
  • comply with the terms, conditions, and review policies of the relevant booking platform.

Reviews should not contain:

  • abusive, threatening, or harassing language;
  • discriminatory, hateful, or unlawful content;
  • knowingly false or misleading statements;
  • personal data relating to other individuals; or
  • content that otherwise breaches the applicable platform's terms of use.

 

  1. Response to Reviews

We reserve the right to respond publicly to reviews where we consider it appropriate to:

  • thank guests for their feedback;
  • clarify factual matters;
  • address concerns raised; or
  • explain measures implemented as a result of guest feedback.

Any response provided by us will be professional, proportionate, and respectful.

 

  1. Concerns Regarding Review Accuracy

Where we reasonably believe that a review may breach the relevant platform's review policies or applicable law, we may report the review to the relevant platform for independent assessment. The decision whether to amend, retain, restrict, or remove a review rests solely with the relevant platform and not with us.

 

  1. Continuous Improvement

Guest feedback forms an important part of our quality assurance procedures. We regularly review comments and suggestions received from guests and, where appropriate, use them to improve our accommodation, facilities, and guest experience.

 

  1. Contact Details

Guests who wish to discuss any aspect of their stay, provide feedback, or raise concerns may contact:

Sandown & Kempton Holiday Cottages, Georgeene Eastwood-Taylor
Email: [admin@lakedistrictholidaycottage.co.uk]
Telephone: [07761 288284]

We aim to acknowledge and respond to all communications within a reasonable period.

 

  1. Legal Compliance

This Policy shall be interpreted in accordance with the laws of England and Wales and is intended to support compliance with applicable consumer protection legislation and the review policies of relevant booking platforms. Nothing in this Policy is intended to restrict, limit, or interfere with any legal rights available to consumers.