Replying to an UpFront Review
1. To reply to a review a guest has submitted, to clarify a detail or simply to thank them, go to Integrations > UpFront Review > Reviews > Property Name > click View on the right hand side.
2. This gives you a list of all reviews for the property.
Click on the reference number on the left hand side of the review number.
3. Within the individual review, click Add Reply. Write your reply and click the Add reply button.
Your reply will appear in two different different places:
1) in SuperControl
The Add reply box will change to Reply. Your answer will be showing in the box.
2) below the original review
Requesting the removal of an UpFront review
We follow a strict procedure for assessing requests for review removals.
If the review is in breach of our guidelines then it will be removed.
Reviews come down to personal opinion and we won't remove a review just because you don't think it is a fair review.
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Defamation / Slander / Libel
- Where the author (guest) has made a deliberately false or damaging statement. -
Obscenity / Pornography / Profanity
- Where the content of the review contains swearing or references to obscene or pornographic material. -
Abusive / Inflammatory / Threatening / Degrading
- If the review is defamatory or could cause serious harm or financial damages. -
Inaccurate / Dishonest / Untruthful
- Disputes under this category must be accompanied by sufficient evidence to prove beyond reasonable doubt that the author (guest) has been dishonest/untruthful in their comments.
We will however not remove reviews that are based on the author's (guest's) opinion unless they breach any other policy. - Unlawful
- Infringes Copyright / Trademark / Other Intellectual Property
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Requested by author (guest)
- If a guest asks us to remove a review, we will do so without question.
A review takes 48 hours to go live. During this time you can request the review is removed. If you have a valid reason for the removal, it will never be posted.
Remember: In some cases the best way to remove a negative review is to reply politely and bury it with plenty of positive reviews.
To request the removal of a review, do the following:
1. Go to Integrations > UpFront Review > Reviews > Property Name > click View on the right hand side.
2. This gives you a list of all reviews for the property.
Click on the reference on the left hand side of the review number.
3. Scroll down to the bottom of the page where you will see the Request Review Removal section.
4. Select the reason for the removal of the review, provide further details in the space provided, then click Submit Request.
5. You will receive a response to your request from the Client Care team by email.