Requesting a review removal

You can ask us to review any feedback that looks wrong on your listing. We remove reviews that break our content guidelines — abusive ones, ones that are clearly about a different experience, and ones from guests who never attended. Honest feedback about a visit that did happen stays on the listing, even when it is hard to read.

Reviews we can usually remove

• The review is abusive or offensive.
• It's clearly about a different experience, or a different operator.
• It was left by a guest who never attended.

Reviews that usually stay

• A low rating from a guest who did attend — honest opinions stay up.
• Feedback about something you've already fixed, since the review records that particular visit.

Not sure where yours sits? Send it over with a bit of context and our team will take a look either way.

Before you start

• Find the review on the Reviews page. If it's older than 30 days, widen the date range first — see Using the reviews dashboard.
• Take a screenshot of the review, so there's no doubt which one you mean.

Step 1 — Open the request form

• Click Help in the left-hand menu of Hub. This signs you into the Help Centre.
• Click Submit a request.
• Choose Customer booking related.
• Under “Select the specific issue you need help with”, pick Customer review removal request.

Step 2 — Add a subject and description, then submit

This option doesn't ask for any extra fields, so everything our team needs goes in the Subject and Description. Include:

• The experience and option the review is against.
• What the review says, or a screenshot of it attached at the bottom.
• Why you think it should come down — which of the reasons above applies.

Click Submit. Our team is notified and will come back to you with a decision, and you can track the request in the Help Centre.

Frequently asked questions

Can I reply to a review instead?
Not from Hub. If you'd like to respond rather than have the review removed, raise a request with the experience name and the guest's name, and our team will pick it up with you.

The guest never turned up but still left a review.
Report the no-show first so it's on record, then raise the removal request referencing the same Booking ID — see Reporting a customer no-show. The no-show record is what supports the removal.

Can I get a one-star review removed?
Not for being one star. A low rating from a guest who genuinely attended stays up. Filter to your 1- and 2-star reviews and read them together, repeated mentions of the same thing usually point at something you can fix.

The review is about something outside my control.
Bad weather, traffic, or a queue at the venue entrance are still that guest's experience, so these normally stay up. Raise it if the review is about a different operator's product.

Can I ask for several reviews to be removed at once?
Yes. List each Booking ID with its own reason in the Description. Each one is assessed separately, so a batch may come back partly approved.

How long does it take?
Our team assesses it and comes back to you. Removal isn't automatic — the guidelines above decide it, not the request itself.