Reviews

Only a customer who booked you through Booklier, and only after the day of the booking. Nobody else can.

Ask. The day after a booking, thank the customer in the chat and say a review would mean a lot. Most people are glad to, they only need reminding.

Ask every customer the same way. Never offer anything in return for a review, and never ask only the ones you think were happiest. Reviews have to give customers a fair picture, and consumer law is strict about it.

Not for being negative. We never remove or hide a review because it is critical, and we never change what a customer wrote. A review is only turned down if it breaks one of the rules listed in the provider guide, for example if it is abusive, gives personal details or is not about the booking.

What you can do is reply, and your reply shows under the review.

Do not argue it out in your reply. A row in public puts future customers off far more than the review does.

Tell us instead. Message Booklier and say which review it is, which of the rules in the provider guide you believe it breaks, and what really happened. We look at what we hold about that booking: the chat between you, what was booked, and what was paid and when.

If it breaks a rule (it is not about the booking, it looks fake, it is abusive, it gives personal details or it is about a legal dispute), we take it down, and we tell you what we decided and why.

If it is one account against another and no rule is broken, it stays up. We never remove a review because it is negative, or because the provider disagrees with it, and we never change what a customer wrote. Then a short, calm reply is the right answer: say you are sorry they felt that way, that your record of the day is different, and that you have raised it with Booklier. Leave it there.