CONSUMER REVIEWS POLICY
Webbington Farm Holiday Cottages – Version 1, 14 September 2026
- Definitions
1.1 The following defined terms apply to this Consumer Reviews Policy:
|
Term |
Meaning |
|
Owner (we, us, our) |
Julie and Mark Amesbury trading as Webbington Farm Holiday Cottages, Barton Road, Webbington, Axbridge, Somerset, BS26 2HT. |
|
Booking |
a consumer’s reservation of the Property. |
|
OTAs |
Online Travel Agencies and listing platforms through which the Property may be booked. |
|
Property |
the holiday cottages (Golightly, Kitty, Tiarks and Poppy), Party Barn and associated facilities at Webbington Farm provided by us for the Booking. |
|
Reviewer (you, your) |
the consumer leaving, or considering leaving, a review. |
|
Third Party Review Platform |
any third party platform used by us to obtain, manage or present consumer reviews and review information. |
|
Website |
webbingtonfarmholidaycottages.co.uk |
- Who can submit a review
2.1 We welcome reviews about your experience with us and your stay at the Property, whether given to us directly or via Third Party Review Platforms.
2.2 After your stay we may send you an email via our direct booking software Freetobook inviting you to tell us about your experience and to leave a review. For more information about leaving reviews, please see the How to leave a review section.
2.3 We also welcome reviews about your experience submitted via Third Party Review Platforms.
2.4 You can leave a review about a recent experience with us even if you have not made a Booking, for example to tell us how we handled your enquiry.
2.5 You must be over 18 to leave a review.
- We do not incentivise reviews
3.1 We do not offer any incentives for reviews (whether positive or negative). Any discount, offer or competition we run is never conditional on leaving a review.
- How to leave a review
4.1 To leave a review with us directly about your stay at the Property, you can reply to the feedback email we send after your stay or email us at enquiries@webbingtonfarm.com at any time. If you have any questions, please contact us via the contact details on the Website.
4.2 We also use Third Party Review Platforms to collect reviews about the Property, including Google and Facebook. Information about the Third Party Review Platforms we use, including links to guidance produced by them on submitting reviews, can be found at the end of this policy.
4.3 Links to our Third Party Review Platforms are either:
4.3.1 sent to you by email after your stay;
4.3.2 accessible via the Website; and/or
4.3.3 provided directly by the Third Party Review Platform.
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 our social media channels and the Google public review function.
- Review Standards
5.1 Your review must:
5.1.1 reflect your genuine experience (both positives and negatives);
5.1.2 not be incentivised in any way;
5.1.3 not relate to 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); and
5.1.4 not manipulate ratings (for example, you cannot submit multiple reviews for the same stay).
- Where and how we display reviews
6.1 We display reviews and feedback received directly from guests on the Website in the “What our guests think” section, showing your first name (or family name if you prefer), the cottage or type of stay, and the month of your stay. We publish all reviews that comply with our Review Standards, whether positive or negative. From time to time we remove older reviews, and we make clear the period the reviews shown relate to by dating each one.
6.2 Reviews for the Property made via Third Party Review Platforms or directly with OTAs may appear on those platforms’ own websites. The Website links to our Facebook page and our Group Accommodation listing, where reviews may also be shown.
6.3 We do not currently display an overall or average rating on the Website. If we do so in future, we will explain what information is being displayed and how it is calculated.
6.4 We reserve the right to hide all reviews (whether genuine or fake) and cease taking reviews at any time.
- 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 the Website, on our social media channels, in a brochure or in advertising). We will only show your first name, or no name at all, unless you have agreed otherwise.
- Please report suspicious reviews
8.1 All reviews must comply with clause 5: Review Standards.
8.2 If you think any review displayed on the Website is fake or otherwise does not comply with clause 5, please report it to us by email at enquiries@webbingtonfarm.com or via the contact details on the 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 also report it to the Third Party Review Platform via its own reporting tools. Please see the end of this policy for useful links.
- 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 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 14 days. Investigations shall be conducted by Julie and Mark Amesbury.
9.3 We may:
9.3.1 immediately remove the review (or not publish it, where it has been detected before publication). We will do this where we are certain it is non-compliant; or
9.3.2 investigate it further (which may involve contacting the reviewer for evidence that it is compliant) and either flag it as a possibly fake review or remove it 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 we display.
9.6 If you disagree with our decision as to whether a review is compliant, you can contact us via the contact details on the Website and we will deal with the issue you raise in accordance with our complaints procedure.
9.7 Where a review is hosted on a Third Party Review Platform, we will report it to that platform and ask for it to be removed. For information on how the Third Party Review Platforms sanction people who submit fake reviews, please see the relevant 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 the Website.
Schedule 1 – Third Party Review Platforms and OTAs
|
Platform |
Use of the Platform |
Link to guidance provided by the Platform |
|
Third Party Review Platform |
|
|
|
Google (Business Profile) |
Reviews of the Property. |
|
|
|
Recommendations and reviews of the Property on our Facebook page. |
|
|
Group Accommodation |
Reviews of the Property shown on our listing at groupaccommodation.com. |
|
|
Farm Stay UK |
Reviews of the Property shown on our listing at farmstay.co.uk |
|
|
OTAs |
|
|
|
Booking.com, Visit Somerset, Expedia, The Holiday Cottages, Big Cottages, Last Minute Cottages, Airbnb, Around About Britain |
Reviews of the Property where the Booking was made via the OTA. |
booking.com lastminute-cottages.co.uk
|
Version 1 – published 14 September 2026. This policy is reviewed at least annually.