Customer Reviews Policy

We (on behalf of the owner(s) of the property you stayed at) and the owners are committed to listening to feedback about the property you experience. This feedback helps our owners continuously improve the customer experience and if you chose to publish your review, it helps future guests make informed decisions about the property.

Displaying Reviews

• We publish all reviews that comply with our Customer Reviews Policy (whether positive or negative) with the most recent showing first.
• We create overall star ratings for properties by averaging the star ratings received from guests that wish for their review to be published, and if we remove a review or are investigating it, it will not count towards the average score.
• A property must receive at least 3 reviews for an average star rating to be published.

Feedback Requirements

To ensure your feedback about the property is constructive and useful to others considering booking the property, all reviews must meet the following Feedback Requirements:

Eligibility & Standards

• • Reviews must relate to an actual stay at the property in the last 4 months.
  • You can only leave a review once your holiday has taken place.
  • Only one review is permitted per booking, regardless of how many guests stayed.
  • Reviews must be written to help future customers understand what to expect from a property based on your experience.
  • By submitting a review, you confirm it is truthful, accurate, and not misleading.
  • Reviews must be clear, unbiased, and objective.
  • Please retain any evidence of any issue(s) that you experience, in case an Owner asks for it.

Prohibited Content

• • Reviews must be appropriate and must not:
    • Contain threats, hate speech, profanity, or socially offensive language.
    • Be defamatory, discriminatory, or include personal data (e.g. about the Owner, their representatives, neighbours, or anyone else).
    • Be illegal or misleading.

• • Reviews must not contain:
    • One-word responses.
    • Questions, photos, links, referrals, or promotional content.

• • Fake reviews are strictly prohibited. Any review found to be fabricated or submitted without a genuine stay will be removed.
  • We do not allow incentivised reviews. Customers are not offered discounts, gifts, or other benefits in exchange for submitting feedback.

Investigations, Disputes and Removals

• We investigate reviews that do not meet the above Feedback Requirements and take appropriate steps following that investigation, for example, where a review contains prohibited content it shall be removed.
• Owners may request removal of reviews that are subject to legal dispute, including cease and desist notices or court claims.
• We encourage you to raise any concerns about a property you have as soon as possible and during your stay. This gives the Owner a chance to resolve the issue and help you enjoy your stay, and may also help prevent an Owner disputing the accuracy of your review. This does not discourage you from leaving a review of the property.

Process for providing, and for Owners to respond to, feedback is currently as follows:

• After your stay has taken place, you will receive a link that you can access to leave a review of the property where you can opt to publish or not publish your review. A review of a property cannot be left by anyone other than those that have made the booking, as that is who the link is sent to;
• If you opt not to publish your feedback, it will not be published on the property page and the star rating will not be used to calculate the average score that is published, but the relevant Owner(s) will still receive it;
• If you opt to publish it, your feedback will not be published if it does not meet the Feedback Requirements above;
• The relevant Owner will have the option of replying to feedback. Owner's replies must also comply with the Feedback Requirements above;
• If we receive notice that a review and/or a response does not comply with the Feedback Requirements above, or we think it does not (based on Sykes' interpretation of the Feedback Requirements), we can refuse to publish, suspend, delete and/or amend the feedback without notice to the customer or the Owner, and without explanation. We can choose to inform affected parties and/or relevant government authorities, public bodies or similar persons about the breach of the Feedback Requirements.

Disclaimer: Sykes Holiday Cottages and its UK group companies are not responsible or liable to Owners or customers for any feedback posted, not posted, amended, suspended, or deleted. Publication does not imply endorsement. The views expressed in the customer reviews published are those of the customer that has stayed at the property, and the views expressed in an owner's response to a review is that of the Owner of the property that the review relates to. This policy may be amended at any time at our discretion.

Last updated: 9 September 2025.