Reviews policy

1. About this policy

This Consumer Reviews Policy explains how Porth Eryri Glamping invites, receives, displays and uses reviews and feedback about guests’ stays.

It applies to reviews and feedback shared through third-party review platforms, guest books in our cabins, our Website and our social media and marketing materials.

We aim to treat reviews fairly and transparently and do not knowingly create, commission or publish fake or misleading reviews.

2. Definitions

In this policy:

“Porth Eryri Glamping”, “we”, “us” or “our” means the business operating Porth Eryri Glamping.

“Guest” means a person who has stayed at, or has otherwise had a genuine experience of, our accommodation or services.

“Review” means feedback, a rating, comment, photograph or other account of a guest’s genuine experience of Porth Eryri Glamping.

“Third-Party Review Platform” means an independent website or service that allows users to submit or view reviews, including Google and Airbnb.

“Website” means our website at portheryriglamping.co.uk.

3. How we collect reviews

3.1 Google reviews

After a guest checks out, we send an automated email inviting them to leave a review on our Google Business Profile. The email provides a link to Google.

Leaving a review is entirely optional. Guests are not required to leave a review, and we do not require positive feedback.

We also display reviews from our Google Business Profile on our Website. These reviews are collected and managed by Google, rather than submitted directly through our Website. Their availability and moderation are subject to Google's policies.

3.2 Cabin guest books

We provide a written guest book in our cabins where guests can leave comments about their stay. We may read this feedback to understand guests’ experiences and improve our accommodation and services.

We may occasionally photograph comments from our guest books and share them on our social media channels or in other marketing materials. We take steps to conceal guests’ names and identifying details and will seek permission where a comment, photograph or other detail could reasonably identify the person who wrote it.

3.3 Airbnb reviews

Guests who book through Airbnb may leave reviews on the Airbnb platform. These reviews are managed under Airbnb’s review policies and processes.

Guests may share feedback about their stay through comments on our social media posts, Facebook reviews or recommendations, tags, photographs, videos, stories and other social media content.

We may read and respond to this feedback and, where appropriate, share or refer to genuine guest comments and content in our own social media or marketing materials. We will take care not to present general social media content as a formal review if doing so would be misleading, and we will respect applicable privacy, permission and advertising requirements.

We do not assume that a guest has given permission for us to reuse their photographs, videos or other content simply because they have tagged our business or posted it publicly.

4. Review invitations and incentives

We invite guests to leave feedback following their stay. Our review invitation does not depend on whether a guest has had a positive or negative experience.

We do not offer payment, discounts, gifts, free stays or other incentives in exchange for positive reviews.

We will not knowingly commission or encourage fake reviews, or reviews that conceal the fact that they have been incentivised.

Guests are free to express their honest opinions, including criticism, provided their reviews comply with the relevant platform’s rules and applicable law.

5. Review standards

We value honest feedback and recognise that guests may have different experiences and opinions.

Reviews should reflect the genuine experience of the person writing them. We do not expect all reviews to be positive and do not regard a review as improper simply because it is critical of our business.

We do not knowingly create, submit or publish reviews that:

Are fake or do not reflect a genuine experience.
Misrepresent the identity of the reviewer or their connection with our business.
Conceal that the review was incentivised.
Contain materially false or misleading information presented as fact.
Infringe another person’s rights or unlawfully disclose private or confidential information.
Contain unlawful, threatening or abusive material.

Where appropriate, we may report a review to the relevant platform if we believe it breaches that platform’s rules or applicable law.

6.1 Google reviews on our Website

Our Website displays reviews sourced from our Google Business Profile. These reviews are collected and managed by Google, not submitted directly through our Website.

We do not knowingly manipulate review information to create a misleading impression of guests’ experiences. If we become aware of a material issue with review information displayed on our Website, we will take reasonable and proportionate steps to investigate and address it.

6.2 Airbnb and other third-party platforms

Reviews published on Airbnb and other third-party platforms are subject to the relevant platform’s terms, policies and moderation processes.

We do not control the platforms’ review moderation decisions or guarantee that every review will remain available.

6.3 Guest book comments shared in marketing

We may select comments from our cabin guest books to share on social media or in other marketing materials.

Where we share a comment, we aim to reproduce it accurately and not present it in a way that materially changes its meaning or creates a misleading impression. We conceal names and identifying details and seek permission where a person could reasonably be identified.

Guests who do not want their guest book comments shared publicly may contact us to let us know. We will take reasonable steps to respect that request in relation to future sharing.

7. Use of reviews in marketing

We may refer to genuine guest feedback in our marketing, including on our Website, social media, newsletters and other promotional materials.

When using a review or guest book comment, we will not knowingly present it as genuine if it is fake, materially misleading or does not reflect a real guest experience.

We will not knowingly alter or omit material information in a way that creates a misleading impression. Where we edit a comment for length or privacy, we will take care not to change its meaning.

Where a review has been incentivised, any relevant disclosure will be made where required by law.

8. Reporting a concern about a review

If you believe a review displayed or shared by Porth Eryri Glamping is fake, misleading, improperly incentivised or otherwise inappropriate, please contact us using the details in section 11.

Please explain your concern and, where possible, provide a link or photograph of the review and any supporting information.

Where a concern relates to a review hosted by Google, Airbnb or another third-party platform, we may also report it through that platform’s own reporting process.

9. How we handle concerns

We will consider concerns about reviews fairly and take reasonable steps to assess the information available.

Where appropriate, we may contact the relevant platform, request a correction, or amend or remove review material that we have published ourselves if we find that it is inaccurate or misleading.

We do not promise to complete every investigation within a fixed period. We will aim to address concerns as reasonably and promptly as circumstances allow.

We will not seek to remove, conceal or suppress a genuine review solely because it expresses a negative opinion about our business.

Decisions about reviews hosted by third-party platforms, including whether they are removed, remain subject to those platforms’ processes and policies.

10. Third-party review platforms

The following platforms are relevant to our review practices:

Google

Guests can leave reviews on our Google Business Profile.
Reviews from Google are also displayed on our Website.
Google manages the reviews and applies its own policies.
Google Maps user-generated content policy: https://support.google.com/contributionpolicy/

Airbnb

Guests who book through Airbnb may leave reviews on the Airbnb platform.
Airbnb manages reviews in accordance with its own policies.
Airbnb Help Centre: https://www.airbnb.co.uk/help

Other platforms may be used by guests to share feedback. Their own terms and review policies will apply.

11. Contact details

If you have a question or concern about this policy or about a review published or shared by Porth Eryri Glamping, please contact us:

Business: Porth Eryri Glamping
Email: welcome@portheryriglamping.co.uk
Website: portheryriglamping.co.uk

We may update this policy from time to time to reflect changes in our review practices, platforms or relevant requirements. The latest version will be published on our Website.