Content Guidelines

Last updated: 01-Jan-2026

Any content that you and other users submit or otherwise contribute, including reviews, photos, comments and listings must comply with these guidelines, so we encourage you to read them carefully. These guidelines are part of our broader polices and terms, including our Terms of Service and Privacy Statement, which set out in more detail the terms on which you grant us a license to use any submitted content.

These guidelines are updated from time to time and the last date of revisions is stated at the top of this page.

Reviews:

Overview

We understand the importance of trusted reviews to our travellers. Reviews that you submit to our site should be truthful, contain relevant information reflecting your actual experience, and follow these content guidelines.

We moderate all reviews submitted to us, and we take reasonable steps to ensure that only those who have booked or provided a travel service, such as a flight, stay, car rental or activity, can post a review of their experience.

We publish and display all reviews (both positive and negative), as long as they comply with these guidelines.

Moderation of reviews

We use automation tools to moderate reviews submitted by travellers and identify content that is not in compliance with these guidelines. In some instances where these tools have identified potential violations, the content will be sent to human moderators for further manual review. Any reviews that are found to violate these guidelines will not be published on our site or app. Where reviews are rejected by our moderation processes, the author is informed by email of the rejection, with specific reason(s) where they apply. In some cases, the author also has an opportunity to re-submit their review for re-moderation.

Eligibility and removal of reviews

Eligibility conditions

Any reviews published on our site or app must meet the following eligibility criteria and we can reject or remove any review that doesn't meet these criteria:

• Reviews must be submitted within six months of your stay, car rental or activity. If you submit more than one review for the same property, we'll use the most recent one
• You may not review a property that you own, manage, or are otherwise associated with, and
• Your review must relate to a real experience. If requested, you must provide us with satisfactory evidence for this (for example, evidence of your stay in the property you are reviewing; or evidence you were unable to proceed with a stay due to the other party's late action).

Removal of reviews

We may reject or remove reviews in the following circumstances:

• The review contains personal data about another person, for example their full name or address
• The review is proven to be fake or was provided fraudulently, or
• The review is offensive, unlawful or contains any prohibited content as set out in these guidelines.

We do not remove reviews simply because they contain negative content. We do not remove reviews of accommodation where a traveller attempted to stay but was not offered a room, or where a traveller left earlier than their scheduled departure day.

Review of accommodation

If you have booked accommodations, we will send you an email or a push notification inviting you to review your stay. If you choose to leave a review, each completed section (such as sub-scores for cleanliness or service) will be progressively auto submitted to us.

Incentives

From time to time, we may offer our travellers incentives to complete reviews, such as a savings or rewards points. As it's important to us that reviews are impartial and honest, these incentives are made available regardless of whether you submit a negative or positive review.

Partner responses

Property partners can respond to reviews. This allows property partners to address any issues raised and highlight any remediation or property improvements they made. We do not facilitate direct contact by property partners with reviewers. We may also consider requests by property partners for reviews to be removed in the context of a property ownership change or completion of major renovations.

We do not share personally identifiable information about review authors or their transactions with property partners.

Prohibited Content

We do not allow content that is misleading, harmful or offensive on our site or apps. Content you submit for publication cannot include the following:

• content that is not directly related to its purpose (for example, property listings must only relate to the subject property; property listings should not direct users to third-party websites; and your profile description must relate only to you)
• advertising to other users (for instance, appeals to book alternative properties)
• unlawful statements (including defamatory content), or any other content which you do not have the legal right to publish
• profanity or other objectionable content (such as content that is pornographic, obscene, profane, illegal, offensive, insulting, discriminatory, objectionable, threatening, promotes violence or harm, depicts any nudity or sexual activity, or is otherwise "non-family-friendly")
• photos or information about children or any third parties without their consent (or a parent or legal guardian's consent in the case of a child under 18 years of age)
• personal data, such as phone numbers, credit card details, physical addresses, email addresses, or information that can be linked to a specific individual
• property rates, rate ranges, or other pricing information in reviews
• HTML tags, URLs or #hastags
• quoted material from websites, books, magazines, newspapers, or other sources, or
• content that is unlawful or infringes on any copyright, trademark, or other intellectual or other proprietary rights of another person.

Please note we retain the right in our reasonable discretion to decide on the appropriateness of content in all instances. We can choose not to publish, or to remove any content that does not comply with the requirements set out in these guidelines (or that we, for any reason, deem as inappropriate).