Last reviewed April 25, 2025
We know you value reviews and content created by other guests and our partners. That's why it is important to us, and to our guests, that content on our site and app is truthful, helpful and safe.
Any content that you and other users submit or otherwise contribute, including reviews, photos, comments and listings must comply with these guidelines, so we encourage you to read them carefully.
These guidelines are part of our broader policies and terms, including our Terms of Service and Privacy Statement, which set out in more detail the terms on which you grant us a license to use any submitted content. These guidelines are updated from time to time and the last date of revisions is stated at the top of this page.
We understand the importance of trusted reviews to our guests. Reviews that you submit to our site should be truthful, contain relevant information reflecting your actual experience, and follow these content guidelines.
While we strive to pass most reviews unedited, we often moderate reviews submitted to us which appear to violate our terms and policies. We take reasonable steps to ensure that only those who have booked or provided a travel service can post a review of their experience. We publish and display all reviews (both positive and negative), as long as they comply with these guidelines.
Any reviews not submitted to us and verified directly by us are clearly labelled.
In some cases, you may be able to submit feedback in real time – this means that you will have the option to provide immediate feedback on your hotel booked through our site or app.
We use automation tools to moderate reviews submitted by guests and identify content that is not in compliance with these guidelines. In some instances where these tools have identified potential violations, the content will be sent to human moderators for further manual review. Any reviews that are found to violate these guidelines will not be published on our site or app. Where reviews are rejected by our moderation processes, the author is informed by email of the rejection, with specific reason(s) where they apply. In some cases, the author also has an opportunity to re-submit their review for re-moderation.
Any reviews published on our site or app must meet the following eligibility criteria and we can reject or remove any review that doesn't meet these criteria:
We may reject or remove reviews in the following circumstances:
We do not remove reviews simply because they contain negative content. We do not remove reviews of accommodation where a traveller attempted to stay but was not offered a room, or where a traveller left earlier than their scheduled departure day.
If you have booked accommodations, we will send you an email or a push notification inviting you to review your stay. If you choose to leave a review, each completed section (such as sub-scores for cleanliness or service) will be progressively auto submitted to us.
From time to time, we may offer our guests incentives to complete reviews, such as a savings or a rewards points voucher for use on a future trip. As it's important to us that reviews are impartial and honest, these incentives are made available regardless of whether you submit a negative or positive review.
Guests can provide an overall score for the property they are reviewing on a straightforward scale of either 1-5 or 1-10. To get the property review score we display we convert all scores received to a score out of 10 and then add up all the published reviews and divide that by the total number of published review scores.
Guests can also submit sub-scores for specific aspects and features of a property or stay, such as cleanliness, staff, breakfast or location. The overall scores and these sub-scores are submitted by guests separately, so they may be different.
To ensure reviews are relevant and helpful to guests, we remove accommodation reviews after three years (except in cases where a property has only a limited number of reviews).
Property partners can respond to reviews. This allows property partners to address any issues raised and highlight any remediation or property improvements they made. We do not facilitate direct contact by property partners with reviewers.
Where a property partner genuinely considers that a review does not meet the criteria and requirements set out in these guidelines, that property partner may either submit a review dispute form to us via their partner services tools or contact Customer Service. We may also consider requests by property partners for reviews to be removed in the context of a property ownership change or completion of major renovations.
We do not share personally identifiable information about review authors or their transactions with property partners.
Some properties don't have any reviews from our guests who booked on our site or app yet, such as those new to our site. For these properties, we may display an average score using reviews from other well-known third-party travel websites only until the properties receive a review on our site. We don't display any written content or reviews from these other websites.
We do not allow content that is misleading, harmful or offensive on our site or apps. Content you submit for publication cannot include the following:
Please note we retain the right in our reasonable discretion to decide on the appropriateness of content in all instances. We can choose not to publish, or to remove any content that does not comply with the requirements set out in these guidelines (or that we, for any reason, deem as inappropriate).
Below are some useful pointers to keep in mind when creating and submitting content:
There are some technical aspects that you should keep in mind when submitting photos:
If you believe content posted on our sites might be illegal or might breach these guidelines, please contact Customer Support. If you are logged into our site or app, you are also able to report any concerning reviews by clicking on the 'report review' flag provided next to individual published reviews.
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