Guest Reviews & Testimonials Policy

Last updated: August 2026

We love hearing from our guests and are delighted to share their experiences with future guests. Feedback helps people get a genuine feel for what it is like to stay with us.

We collect guest feedback in a number of ways, including through booking and review platforms, email, messages, our guestbook, handwritten comments and cards, and direct feedback from guests following their stay.

We may share genuine guest reviews and testimonials on our website, social media and other marketing materials.

Genuine guest feedback

All reviews and testimonials that we publish are based on feedback from genuine guests who have stayed with us.

We do not create, purchase, commission or knowingly publish fake reviews.

Where feedback has been provided to us privately, such as a handwritten guestbook entry, card, letter, email or message, we will only publish it as a review or testimonial where it represents the genuine views and experience of the guest.

Reviews and testimonials

We may use genuine comments from guests as testimonials in our marketing.

Where we select individual comments to highlight, these will be presented as testimonials rather than as an overall review rating or representation of all guest feedback.

We will not deliberately edit a guest's comments in a way that changes their meaning or creates a misleading impression. Minor edits may be made for spelling, grammar, length or formatting.

We may identify a guest by their first name, initials or other limited information where appropriate. We will not publish unnecessary personal information.

Incentives

We do not pay guests or offer discounts, gifts, free stays or other benefits in return for positive reviews or testimonials.

If we ever provide an incentive for feedback in the future, we will make this clear and will not require or encourage the guest to provide a positive review.

Reviews from third-party platforms

We may share or reproduce genuine reviews originally published on third-party platforms, such as booking or review websites.

Where appropriate, we will identify the source of the review so that it is clear where the feedback originally came from.

We do not knowingly publish reviews from third-party platforms that we believe to be fake, fraudulent or misleading.

Negative feedback

We welcome honest feedback, including constructive criticism.

Where we are operating a review facility intended to collect and publish reviews, we will not deliberately suppress genuine negative reviews simply because they are negative.

Where we use selected guest comments specifically as testimonials, we will make this clear so that they are not presented as a complete collection of all guest feedback.

Reviews or comments may not be published, or may be removed, where there are reasonable grounds to believe that they are fake, fraudulent, unlawful, abusive, offensive, irrelevant or contain inappropriate personal information.

Checking guest feedback

We take reasonable and proportionate steps appropriate to the way we collect and publish feedback to ensure that reviews and testimonials come from genuine guests.

For feedback supplied directly to us, we may check that the person providing it is or was a genuine guest.

For reviews originating from third-party platforms, we may rely on the platform's own review and verification processes, while taking reasonable steps not to knowingly publish fake or misleading reviews.

If you have a concern

If you believe that a review or testimonial published by us is not genuine, is misleading or has been published incorrectly, please contact us with details of your concern.

We will consider the matter and, where appropriate, investigate and take reasonable action.

We want the feedback we share to give prospective guests an honest and fair impression of the experience we provide.