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
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a consumer’s reservation of the Property.
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| OTAs
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Online Travel Agencies used by the Owner.
|
| Owner
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the Property owner who is deemed a trader under consumer rights legislation.
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| Property
|
the property provided by the Owner for the Booking.
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| Reviewer (you, your)
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the consumer leaving, or considering leaving, a review.
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| Third Party Review Platform
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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
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Use of the Platform
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Link to guidance provided by the Platform
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| Third Party Review Platform
|
||
| TripAdvisor
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Reviews of the Property
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Review guidelines
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| Euan’s Guide
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Reviews of the Property
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Community guidelines
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| Google
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Reviews of the Property
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Review guidelines
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| Facebook
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Reviews of the Property
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Community feedback policy
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| OTA
|
||
| AirBnB
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Reviews of the Property where the Booking was made via OTA.
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Reviews - Airbnb Help Centre
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| Only Farmers
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Reviews of the Property where the Booking was made via OTA
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Reviews Policy
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| My Eco Escape
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Reviews of the Property where the Booking was made via OTA
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Collected via TrustPilot
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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.







