Introduction
At Villa Pinnawala, we value and consider every guest’s feedback. To ensure transparency and fairness, we have established a comprehensive review system that allows guests to evaluate their experiences. This article will outline the guidelines and standards we follow for reviews and explain how we handle and validate them.
How Reviews Work
When submitting a review, guests can rate their overall experience on a scale of 1 to 10. We calculate the overall score by aggregating all the individual review scores and dividing that total by the number of received reviews. Additionally, guests can provide separate subscores for critical aspects such as location, cleanliness, staff, comfort, facilities, value, and free WiFi. These subscores and the overall score are submitted independently, without any direct link between them.
Reviewing Your Accommodation
If you have booked through our platform and stayed at Villa Pinnawala, or even if you visited the property without staying overnight, you can leave a review based on your experience. If you need to edit a review you have already submitted, please reach out to our Customer Service team for assistance.
Ensuring Authenticity
To maintain the credibility of our reviews, we employ both advanced automated systems and dedicated personnel who specialize in detecting fraudulent submissions. If we identify any fake reviews, we promptly remove them and take appropriate action against the responsible parties. We encourage our guests to report any suspicious activities they come across to our Customer Service team. Our fraud team will thoroughly investigate every report.
Review Approval Process
While we strive to publish every review we receive, both positive and negative, certain criteria must be met. We do not display reviews that contain or refer to politically sensitive comments, promotional content, illegal activities, personal or sensitive information (such as emails, phone numbers, or credit card details), swear words, sexual references, hate speech, discriminatory remarks, threats, violence, spam, fake content, animal cruelty, impersonation, or any violations of our review guidelines.
Timeliness of Reviews
To ensure the relevancy of reviews, we generally accept only those submitted within three months of the guest’s checkout date. We may stop displaying reviews that are older than 36 months or when the accommodation undergoes a change of ownership.
Accommodation Response
Villa Pinnawala values the opportunity to address any concerns or comments guests may have. Therefore, we provide accommodations with the option to respond to reviews.
Sorting and Filtering Reviews
When multiple reviews are available, we prioritize the most recent ones, taking into account other factors such as language and whether the review includes comments along with a rating. Guests can sort and filter reviews according to various parameters, including the time of year and review score.
External Review Scores
Occasionally, we may present external review scores from reputable travel websites. Rest assured, we always make it clear when we do this, ensuring transparency and openness.
Guidelines and Standards for Reviews
At Villa Pinnawala, we maintain high standards for our review content. These guidelines aim to keep our reviews relevant and family-friendly while allowing for different opinions and expressions. They apply regardless of the comment’s tone.
-
Travel Related Contributions: We appreciate detailed contributions that are travel-related and assist others in making well-informed decisions. Personal, political, ethical, or religious commentaries should be avoided. Promotional content will be removed, and concerns relating to our services should be directed to our Customer Service or Accommodation Service teams.
-
Suitable for a Global Audience: To ensure suitability for our diverse audience, please refrain from using profanity or attempting to circumvent language filters. Comments and media that include hate speech, discriminatory remarks, threats, sexually explicit content, violence, or the promotion of illegal activities are strictly prohibited.
-
Genuine and Unique Content: Reviews hold the most value when they are original and unbiased. We encourage authentic contributions that reflect the guest’s personal experience. Property partners of Villa Pinnawala should not post reviews on behalf of guests or provide incentives in exchange for reviews. We do not tolerate attempts to tarnish a competitor’s reputation through negative reviews.
-
Respecting Privacy: We prioritize the privacy of all individuals. Accordingly, we make every effort to obscure email addresses, telephone numbers, websites, social media accounts, and similar details in our published content.
-
Customer and Property Opinions: The opinions expressed in our reviews belong to the customers and properties themselves, and not to Villa Pinnawala. We do not assume responsibility or liability for any reviews or responses. As a platform, we act as a distributor and do not verify the accuracy of the comments and responses posted by our users.
Translations Disclaimer
This article may contain translations powered by Google. Please note that Google disclaims all warranties related to translations, be they express or implied, including accuracy, reliability, merchantability, fitness for a particular purpose, and non-infringement.
For more information about Villa Pinnawala and our services, please visit DHPL Travels.