• A log cabin at dusk with candles lighting up the outside decking and patio
    Consumer reviews policy

Reviews you can trust matter

This Consumer Reviews Policy sets out how Hoe Grange Holidays Limited collects and uses reviews.

1. Definitions

1.1 The following defined terms apply to this Consumer Reviews Policy:

Agent (we, us, our)

 

Hoe Grange Holidays Ltd

 

Booking

 

a consumer’s reservation of the Property.

 

OTAs

 

Online Travel Agencies used by the Owner.

 

Owner

 

the Property owner who is deemed a trader under consumer rights legislation.

 

Property

 

the property provided by the Owner for the Booking.

 

Reviewer (you, your)

 

the consumer leaving, or considering leaving, a review.

 

Third Party Review Platform

 

any third party platform used by the Owner to obtain, manage or present consumer reviews and review information.

 

Website www.hoegrangeholidays.co.uk

2. Who can submit a review

2.1 We welcome reviews about your experience with us and your stay at the Property, directly and via Third Party Review Platforms.


2.2 We send all our customers who have made a Booking with us an invitation to submit a review. We also welcome reviews about your experience by submitting a review via Third Party Review Platforms. For more information about leaving reviews, please see the How to leave a review section.


2.3 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).


2.4 You must be over 18 to leave a review.

3. We do not incentivise reviews

3.1 We do not offer any incentives for reviews (whether positive or negative).

4. How to leave a review

4.1 You can leave a review about your stay at the Property in two ways: by writing your review in the guestbook in the Property on-site during your stay, and/or by writing a review on a Third Party Review Platform.


4.2 Information about the Third Party Review Platforms we use, including links to guidance produced by the Third Party Review Platforms on submitting reviews can be found at the end of this policy.


4.3 Links to our Third Party Review Platforms are either:

  • sent automatically via email to consumers who make a Booking; and
  • accessible via the Website.

4.4 If you booked your stay via an OTA, the OTA may request your feedback directly. 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.


4.5 You can also leave feedback via publicly available websites such as social media channels and Google public review function.

5. Review standards

5.1 Your review must:

  • Reflect your genuine experience (both positives and negatives).
  • Be written in a respectful and constructive manner. Constructive feedback is welcome, but abuse will not be tolerated.
  • Not be incentivised in any way.
  • Not promote 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).
  • Not manipulate ratings (for example, you cannot submit multiple reviews for the same product or service).
  • Be non-discriminatory (not target any person on the basis of a Protected Characteristic as defined by the Equality Act 2010).
  • Be non-retaliatory (not leave a negative review in retaliation for a dispute, or use a review or the threat of a review as blackmail).

6. Where and how we display reviews

6.1 We publish all reviews that comply with our Review Standards (whether positive or negative). Sometimes we may remove old reviews and make clear the time period of review information being displayed.


6.2 Reviews for our Properties made via Third Party Review Platforms or directly with OTAs may appear on the Third Party Review Platforms/OTAs website. Our Website also links to reviews made on some Third Party Review Platforms and OTA sites.


6.3 We may display review information such as an overall rating by averaging the ratings received.


6.4 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

7.1 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

8.1 All reviews must comply with clause 5: Review Standards.


8.2 If you think any review is fake or otherwise does not comply with clause 5, please report to us via the contact details on our Website.


8.3 If you think any review submitted to a Third Party Review Platform is fake or otherwise does not comply with clause 5, please report to the Third Party Review Platform via the Third Party Review Platform website. Please see the end of this policy for useful links.

9. How we investigate and deal with suspicious reviews

9.1 If our own monitoring or a report from you or someone else suggests that a direct review does not comply with the Review Standards, we will promptly investigate.


9.2 Our investigation shall commence on notification (clause 9.1) and we will use reasonable endeavours to complete the investigation within 90 days. Investigations shall be conducted by the General Manager or the Director.


9.3 We may:

  • immediately remove it (or not publish it, where it has been detected before publication). We will do this where we are certain it is non-compliant.
  • investigate it further (which may involve contacting the reviewer for evidence that it is compliant) and flag it as a possibly fake review until our investigation is complete or remove the possibly fake review until our investigation is complete. If we then determine the review is non-compliant we will permanently remove it.

9.4 If we identify one review as non-compliant we may remove all reviews submitted by the same reviewer and refuse to publish any further reviews from the same reviewer.


9.5 If we remove a review or are investigating it, we will not include that review in any aggregated review score.


9.6 If you disagree with our decision as to whether a review is compliant, you can contact us via the contact details on our Website. We will deal with the issue you raise in accordance with our customer complaints procedure.


9.7 For information on how the Third Party Review Platforms sanctions people who submit fake reviews, please see the Third Party Review Platform’s website.


9.8 If a review is removed from a Third Party Review Platform or otherwise does not comply with our Review Standards, we will remove it from our website.

Schedule 1: Third Party Review Platforms

Platform

 

Use of the Platform

 

Link to guidance provided by the Platform

 

Third Party Review Platform

 

TripAdvisor

 

Reviews of the Property

 

Review guidelines

 

Euan’s Guide

 

Reviews of the Property

 

Community guidelines

 

Google

 

Reviews of the Property

 

Review guidelines

 

Facebook

 

Reviews of the Property

 

Community feedback policy

 

OTA

 

AirBnB

 

Reviews of the Property where the Booking was made via OTA.

 

Reviews - Airbnb Help Centre

 

Only Farmers

 

Reviews of the Property where the Booking was made via OTA

 

Reviews Policy

 

My Eco Escape

 

Reviews of the Property where the Booking was made via OTA

 

Collected via TrustPilot

 

How to contact us

This policy dates from August 2026 and is version 1.


If you have any questions about this policy or wish to report a suspicious review, please contact us by e-mail at info@hoegrangeholidays.co.uk.

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Hoe Grange Holidays Tripadvisor Comments...

  • star rating  On arriving at Hoe Grange in a downpour, we doubted if we’d made the right decision to go glamping, but after the warm welcome from David and a quick tour,... read more

    karenmD4738KD
    June 25, 2019

    star rating  Felicity and David made us feel very welcome right from our booking. The pods are well equipped and spotlessly clean. The area is very peaceful with great views and we... read more

    Adventurer_12121
    January 30, 2020

    star rating  Arrived and was shown to our pod, fantastic location and the pod was very good indeed plus we had home made bread and milk and tea and coffee. A... read more

    mickvfr
    July 28, 2019
  • star rating  lovely surroundings real farm country with chickens paying you a visit nice decking area to chill at the end of the day accommodation very good plenty to do nearby... read more

    vincent s
    July 28, 2019

    star rating  What a wonderful find. As our first experience of needing accessible accommodation we could not have wished for better. Beautiful well equipped lodges in lovely surroundings. We stayed in both... read more

    L9943KBlesleym
    April 3, 2020

    star rating  It's been three years since we last visited but once we arrived it certainly didn't feel like it!
    We stayed in Hipley again which had had a refurbished wet... read more

    ElizabethA717
    September 21, 2019
  • star rating  Second visit to the accessible holiday cabins at Hoe Grange. David and Felicity were as helpful and friendly as ever. We had a welcome pack of freshly baked bread, butter,... read more

    Charlotte M
    August 7, 2019

    star rating  Lovely place to holiday near to interesting locations and easy access to the High Peak trail and Carsington Water. Part of a working farm with fresh produce to enjoy during... read more

    Angie B
    August 3, 2019

    star rating  Loved every minute of our stay, and so did the family and friends that came to stay. Excellent facilities in our cosy Hipley log cabin. By far the best... read more

    krimpenijssel
    October 25, 2019
  • star rating  What a lovely weekend away! We stayed in the lovely gypsy caravan, which was a wonderful and really unique experience. We took along our two horses, who also had a... read more

    rachelthomas2015
    June 18, 2019

    star rating  We had a lovely time staying in one of the incredibly well equipped pods. I bought my pony along and we had some great rides on the high peak trail.... read more

    plopster1
    June 7, 2019

    star rating  We stayed for a night in one of the cabins . The cabin was spotless and very well equipped , lots of extra touches were added like fresh eggs and... read more

    Ajtravels14
    February 3, 2020
  • star rating  Stayed last week, from 6th to 13th September in the log cabin called Hipley. This was amazing, it was our first visit but certainly not our last. Gold standard disability... read more

    548julie
    September 14, 2019

    star rating  Recently spent a week in "Pinder" and had a lovely time. The location is stunning - the site is nestled in a beautiful valley on the edge of the Peaks... read more

    Peachey167
    July 16, 2019

    star rating  We spent four nights at Hoe Grange and had a lovely time. The location is fantastic and right next to the High Peak Trail. The cabin was very clean and... read more

    Big_Al_0000
    July 16, 2019
  • star rating  We stayed in Rainster cabin for a long weekend 6 th to 9 th September. This was my 5 th visit to the amazing Hoe Grange. I had visited before... read more

    Jan Horsman J
    September 17, 2019

    star rating  Myself and my sister travelled to Costa Rica and Panama via Viva Holidays Ltd. The holiday was exceptional and one to be treasured forever. Andrew at Viva Holidays... read more

    Paula C
    July 4, 2019

    star rating  For the second year running, we have had a great family holiday at Hoe Grange. We had one cabin for the week, for two sisters and our elderly wheelchair-using... read more

    EJYork2013
    June 25, 2019
  • star rating  What can I say?
    Absolutely superb!
    We have just returned from a family weekend staying in Daisybank cabin and the Skylark pod.
    It was our first trip away with my... read more

    Wheelieuser
    June 13, 2019

    star rating  We stayed in Skylark, one of the two glamping pods available at Hoe Grange in February 2020.

    Felicity & David welcomed us when we arrived to show us around... read more

    HelenLCarter
    February 6, 2020

    star rating  We wanted a complete break and some peace and quiet and this was perfect. The caravan was secluded with beautiful views over the countryside. Everything was spotlessly clean and well... read more

    joanne B
    June 4, 2019
  • star rating  We love this place. Very wheelchair friendly, really well equipped and comfortable, with easy access by car to lots of places of interest particularly Crich Tramway Village, Chatsworth, Bakewell and... read more

    dghiggs61
    October 25, 2019

    star rating  We love this place. Very wheelchair friendly, really well equipped and comfortable, with easy access by car to lots of places of interest particularly Crich Tramway Village, Chatsworth, Bakewell and... read more

    David H
    October 25, 2019

    star rating  We stayed in Pinder cabin and had a lovely stay, the cabin was spacious and comfortable, nice and warm after cold days out. The children loved meeting the animals and... read more

    Tiggywinkle15
    November 5, 2019
  • star rating  We've just returned from our second visit to Hoe Grange. The suggested riding routes with stunning scenery were enjoyed by my daughter and I while the menfolk were delighted with... read more

    Jdrichie12
    July 11, 2019

    star rating  A beautiful place to stay! Amazingly run family business! Everyone were very welcoming, friendly and cozy! The skylark pod we stayed in was very clean, cozy and well equipped! The... read more

    sophiee249
    January 2, 2020

    star rating  We stayed in the Skylark pod last October (2018) and had a lovely time. There was homemade, rustic goods (bread, biscuits etc) when we arrived. Felicity and David who run... read more

    KBarry
    September 15, 2019
  • star rating  Another great holiday at Hoe Grange - such a great place for us all to holiday as a family - this time with a baby, a 3 yr old, a... read more

    Thesamps
    October 4, 2019

    star rating  We have just returned from a short stay in one of the pods on site at Hoe Grange Holidays. We couldn’t recommend them enough. The pod has everything you could... read more

    Catboy86
    August 17, 2019

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