Review FAQ

What are reviews?

Reviews are made up of a star rating and comment from one of your customers sharing their experience of the service you provided. They help potential future customers learn more about your business.

What are star ratings?

When a customer leaves a review we ask them to rate your business on a scale of 1-5 (1=worst, 5=best). The ratings are shown next to the review and we use them to calculate an average rating for your business.

As we use an average of all the ratings you receive for your business rating; a single low rating will not have a significant impact if your other ratings are high. For example if you have two 4* reviews, four 5* reviews and then get a 2* review your rating will be a respectable 4.2*.

Can I copy reviews from other places?

No. Reviews must be posted by a customer of the business they are reviewing. This is important to maintain the integrity of reviews.

If you advertise in several places, try rotating where you ask customers to leave a review or ask them to put the review on the website they found you on. Genuine reviews take time to build up; don't feel like you need to have lots instantly. In fact lots of reviews all left on the same day can look fake.

How do I get more reviews?

The best way to obtain more reviews is to ask your customers to leave you a review, you ask them when they pick up their dog or send an email or text with a link to your business page and ask them to add a review.

Can I reply to reviews?

Yes, you can leave a response to a review by logging into your account and clicking the 'respond' link next to the review you'd like to comment on.

Should I reply to reviews?

Responding to reviews is optional. You may like to thank the reviewer if they leave a particularly glowing response, but you may also choose to do this privately, for example the next time they book.

If a reviewer asks a question, you may like to acknowledge this, even if it's just by responding that you'll call or email them to discuss it. This demonstrates your customer service skills to any potential future customers reading your reviews.

What happens if I get a negative review?

Sometimes even great businesses get bad reviews. We automatically delay putting reviews with 1 or 2 star ratings live for seven days to give you a chance to add a response. It's important that you think carefully about how you respond; we've written some tips on responding to negative reviews here.

I don't want my listing to include reviews.

You can disable reviews completely here. Disabling reviews will mean no reviews are shown on your listing and your business will not have a star rating.

We don't recommend disabling reviews as a response to a single negative review, instead read our responding to negative reviews guidelines.

Can I edit reviews?

No you can't edit reviews, however if the review contents something that breaches our terms and conditions, for example bad language, you can report it and we will consider editing or removing it as appropriate.

How do I get a review removed?

If you believe a review breaches our terms and conditions you can report it, either by emailing us or using the report link that shows next to reviews when logged into your account. We will consider removing a review if:

You did not conduct business with the reviewer within the prior 12 months
It's a duplicate of another review
If contains profane, vulgar, racist, or adult material
A court ruling has been issued to remove the review
It contains contact or other personal information

With the exception of these, we will not generally remove a review that contains feedback from a genuine client, whether positive, negative or neutral just because the client and boarder disagree on events. We do not make judgements about the veracity of opinions shared in reviews; these are the sole opinion of the author. You have the opportunity to address them with a response to the review.

If you want to take action against the reviewer because you believe their statement amounts to defamation, and you do not have their contact information you can send us a Notification of Complaint, as set out in The Defamation (Operators of Website) Regulations 2013, which must include:

Your name and email address
Where on the website the statement complained of was posted
What the review says and why it is defamatory
What meaning you attribute to the review the complaint is in regard to
The aspects of the statement which you believe are factually inaccurate or opinions not supported by fact
Confirmation that you do not have sufficient information about the reviewer to bring proceedings against them
Confirmation of whether you consent to your name and/or email address being provided to the reviewer

If you provide this we will attempt to contact the reviewer and notify them of the complaint, and either confirm they agree to the reviews removal or obtain their full contact information to pass on to you. If we are unable to contact the reviewer the review will be removed.

Already Listed? Login here to edit your ad