Reviews help travellers choose where to stay, eat and explore. New reviews are checked for spam before they appear. After that, to keep reviews fair and useful, the Tripplanner team checks any review that is reported to us against this policy.

Businesses can’t pay to remove or hide reviews, and we never remove a review because it is negative or has a low rating. The same rules apply to every listing and every reviewer.

Who can leave a review

• Anyone who has genuinely visited, stayed with or used the business.
• One review per person per listing. You can edit your review if your experience changes.
• If you received anything in return for your review (a discount, free stay or gift), say so in the review.

What we remove

Apart from the spam check, we don’t assess reviews against this policy unless there’s a reason to. When a review is reported, or we otherwise become aware of a problem, we remove the review, or the part of it that breaks this policy, if it:

• is fake, or isn’t based on a genuine experience of the business
• was written by the owner, staff, their family or friends, a competitor, or anyone paid or rewarded for it without saying so
• is abusive, threatening, harassing, discriminatory or hateful
• makes serious allegations, such as criminal conduct, stated as fact
• includes personal information, such as names of staff who aren’t public-facing, phone numbers or addresses
• is spam, advertising, or contains links to other websites
• is about something other than the business, or is a duplicate of another review
• includes photos or text that the reviewer doesn’t have the right to share

What we don’t remove

• Honest negative reviews, including low star ratings
• Reviews a business disagrees with. Businesses on a full listing can reply publicly to give their side.
• Opinions about price, service or quality

Reporting a review

Every review has a “Report this review” link. Reporting is free and open to everyone, whether you are a visitor or the business owner. Tell us which part of this policy you think the review breaks.

• We check every reported review against this policy, usually within five working days.
• The review stays visible while we check it, unless it clearly contains personal information, threats or hateful content, in which case we hide it straight away.
• If we remove a review, we let the reviewer know why where we have their email address.
• We may ask the reviewer or the business for more information, such as a booking reference.

For business owners

• You can reply publicly to reviews. Keep replies polite and don’t include customers’ personal details.
• Don’t offer refunds, discounts or anything else in return for a review being changed or removed.
• You’re welcome to invite customers to leave a review, but invite all of them, not only those you expect to be happy.
• Don’t write reviews of your own business or a competitor’s.

Questions

If you have a question about this policy or a decision we’ve made, email graham@tripplanner.nz.

We may update this policy from time to time. The current version always applies.