Our website now allows visitors to add reviews against any of the accommodation, attractions, restaurants etc that they may have visited.  Examples of reviews.  We feel that these reviews are useful:

• To give confidence to other visitors. Research has shown that 81 percent of online shoppers have read product or retailer reviews by other customers when doing their holiday bookings.
• To give feedback to the proprietor about their business and in the case of adverse comments to allow them to make changes.

The following is an outline of the review process.

1. Visitor leaves a review together with their name, email address and postcode.  At this stage the review does not appear on the website. 
2. Although the reviewer is prompted for personal details, these are not published on the website.  A review only shows initials and an approximate location, eg Birmingham.
3. The website administrator is alerted to the new review and is given the option to approve or reject it.  This will ensure that inappropriate or malicious comments are not posted.
4. If the review is approved, it will appear on the relevant page on the website.  At the same time the business owner will be sent an email advising of the comment and inviting a reply.  A reply is not normally necessary but may be helpful if an adverse comment is made.

Whilst we hope that adverse comments will be few, there will inevitably be some as visitors will have different tastes and requirements, and in these cases members are recommended to respond to the review.

1. Thank the visitor for taking the time to leave a review.
2. Highlight any positive aspects or comments the reviewer left.
3. Apologise for any legitimate complaint and if possible explain why there were problems.
4. Explain how you will act on their feedback.
5. Don't get into an online debate but perhaps invite them to phone you.