Consumer Transparency & Reviews Policy
Definitions and terms mentioned in the following policy
| Agent (we, us, our) | Durrants Holiday Cottages |
| Booking | a consumer’s reservation of the Property. |
| OTAs | Online Travel Agencies used by the Agent. |
| Owner | the Property owner who is deemed a trader under consumer rights legislation. |
| Property | the property provided by the Agency on behalf of the Owner for the Booking. |
| Reviewer (you, your) | the consumer leaving, or considering leaving, a review. |
| Service | the agency service provided by the Agency. |
| Third Party Review Platform | any third party platform used by the Agent (or Owner) to obtain, manage or present consumer reviews and review information. |
| Website | www.durrantsholidaycottages.co.uk |
Who can submit a review?
- We welcome reviews about your experience with us and your stay at the Property, directly and via Third Party Review Platforms.
- We send all our customers who have made a direct Booking with us an invitation to submit a review and feedback. Currently, this is not displayed publicly on our website while we work on a new automated system.
- We also welcome reviews about your experience by submitting a review via Third Party Review Platforms (these are listed at the end of the policy).
- You can leave a review about a recent experience with us even if you haven’t made a Booking. You can review the Service provided by us (for example, you can review how we handled your enquiry).
- You must be over 18 to leave a review.
We do not incentivise reviews
- We do not offer any incentives for reviews (whether positive or negative).
How to leave a review
- To leave a review with us directly about your stay at the Property, you need to complete the feedback request provided via email at the end of your stay at the Property [for direct bookings only]. You can also request a feedback email to be resent. If you have any questions, please contact us via the contact details on the Website.
- 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.
- You can also leave feedback via Google public review function.
Review Standards
- Your review must:
- Reflect your genuine experience (both positives and negatives).
- Not be incentivised in any way.
- 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).
- Not manipulate ratings (for example, you cannot submit multiple reviews for the same product or service).
Where and how we display reviews
- At the moment we do not publish any property reviews via our website. We are currently working on a new system which will start collecting and displaying reviews in line with our Review Policy soon.
We may use your review in our marketing
- We may include all (or a representative part) of your review in our marketing material in any media (for example, on our website, in a brochure or in advertising). Your identity will not be revealed.
Please report suspicious reviews
- All reviews must comply with the above Review Standards.
- If you think any review is fake or otherwise does not comply, please report to us via the contact details on our Website.
- If you think any review submitted to a Third Party Review Platform is fake or otherwise does not comply with our Review Standards, please report to the Third Party Review Platform via the Third Party Review Platform website. Please see the end of this policy for useful links.
How we investigate and deal with suspicious reviews
- If our own monitoring or a report from you or someone else suggests that a direct review does not comply with the Review Standards, we will promptly investigate.
- Our investigation shall commence on notification and we will use reasonable endeavours to complete the investigation within 28 days. Investigations shall be conducted by Durrants Holiday Cottages Manager and a Director of George Durrant and Sons.
- We may:
- immediately remove it (or not publish it, where it has been detected before publication). We will do this where we are certain it is non-compliant.
- investigate it further (which may involve contacting the reviewer for evidence that it is compliant) and flag it as a possibly fake review until our investigation is complete or remove the possibly fake review until our investigation is complete. If we then determine the review is non-compliant we will permanently remove it.
- 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.
- If we remove a review or are investigating it, we will not include that review in any aggregated review score.
- If you disagree with our decision as to whether a review is compliant, you can contact us via the contact details on our Website. We will deal with the issue you raise in accordance with our customer complaints procedure.
- For information on how the Third Party Review Platforms sanctions people who submit fake reviews, please see the Third Party Review Platform’s website.
Version 1, Updated October 2026
