Benefits of marking reviews as inappropriate
Marking reviews as inappropriate helps maintain the integrity and professionalism of your review platform. It ensures that sensitive, offensive, or fraudulent content does not mislead potential guests or harm your business’s reputation. Additionally, this feature allows for a fair moderation process to address problematic reviews effectively, keeping your metrics and public perception accurate.
Guidelines for marking reviews as inappropriate
1. Inappropriate content
- Personal insults or derogatory remarks
- Hate speech
- Mentions of criminal activity
- Sexually explicit or inappropriate language
- Content unsuitable for minors
2. Sensitive content in main review text
- Mentions of employees’ names or personal details (e.g. addresses, phone numbers)
- Reviews referencing ongoing legal proceedings, trials, or investigations
- Reviews that contain links, advertising or scripts
- Reviews that mention competitors (e.g. “I liked it better at Hotel XYZ”)
3. Test review
- Reviews posted by the hotel to test survey functionality
4. Fraudulent or fake reviews
- Posted by someone who did not stay at the hotel
- Submitted with a fake email address
- Written by friends or relatives at the request of the hotel
5. Review written by employees
- Written by hotel employees of the hotel
- Posted by employees of the same chain about a stay in another hotel within the chain
6. Mistake or erroneous review
- Reviews with bad ratings but positive text that appear to be a mistake by the guest (written confirmation by the guest is required for approval if unclear)
- Reviews containing objectively incorrect information (e.g. a guest writes about facilities that do not exist, such as mentioning a pool when the hotel has no pool)
- Multiple identical reviews posted by the same guest during one stay
If none of these conditions apply, the review should not be marked as inappropriate. If you are confident that the review meets the criteria, confirm your agreement with the guidelines and select the correct option from the menu. If a guest posts valid criticism or submits the review on another website as well, then this is not against any guidelines
Steps to mark a review as inappropriate
- Go to your Inbox.
- Click on the review detail.
- Click on the flag icon in the top header.
- Accept the guidelines.
- Select a reason and add more context about it in the Notes text box.
- Confirm. The review’s status will change to "Marked as inappropriate" until an admin from your subscription approves or rejects it.
What happens when a survey review is marked as inappropriate?
- Notification: Moderators from your subscription will receive an email notification about your request.
- Visibility: The review will appear in the Inbox with the "marked as inappropriate" status, visible to all subscription users.
- Status: The review remains in this status until it is approved or rejected by a moderator. KPIs will remain unchanged during this period.
- Replies disabled: You will no longer be able to reply to the review.
- Updates: You will receive an email informing you about the approval or rejection of the review.
What happens after the moderation process?
If the review is approved:
- It will display in your Inbox with the "Inappropriate" status.
- It will no longer impact Survey KPIs.
- It will no longer impact Dashboards KPIs if the review was public.
- It will no longer appear in your Survey widgets if the review was public.
If the review is rejected:
- It will return to its previous status in your Inbox.
- It will continue to impact your KPIs.
- Rejected reviews cannot be marked as inappropriate again.