Review management policy

Eligibility after booking

Only the holder of a guide booking that has reached COMPLETED status may leave a review, between J+1 and J+90 after the service. One review is accepted per booking, with a whole-number rating from 1 to 5 and an optional comment of up to 1,000 characters.

The review carries the label “Review from a customer who booked”. This label confirms that an eligible booking exists; it does not confirm that the service actually took place and is not independent verification of how it was performed.

Immediate publication without compensation

Each valid review is published immediately, without prior moderation. The author receives no discount, payment or other benefit: publication is without compensation, whether the review is positive or negative.

Display order and aggregation

Reviews are displayed in reverse chronological order, newest first. Hidden reviews are not displayed publicly and are excluded from ratings and ranking.

Guide response

The guide concerned may publish one public response beneath each review and edit it. The response does not replace the review or allow the guide to remove it.

Hiding, restoration and audit

Administrators may hide or restore a review. Every decision includes a reason and a record that is dated and audited; restoration is justified when hiding was unfounded or the original reason has been corrected.

A hidden review may be restored with the same requirements for reason and traceability. The moderation history is retained for internal control.

• Reasons for hiding: unlawful content, abusive or discriminatory statements, disclosure of personal data, spam or advertising, or content unrelated to the booking.
• Hiding is proportionate to the reason identified; it does not depend on the rating given to the guide.