CUSTOMER REVIEWS

Travellin — Customer Reviews, Ratings, Verification, Moderation & Transparency Policy

Last Updated: 24 August 2026
Effective Date: 24 August 2026

1. Purpose of This Policy

This Customer Reviews Policy explains how Travellin handles customer reviews, ratings, photographs, comments and other user-generated feedback relating to:

• flights;
• accommodation;
• activities and experiences;
• restaurants;
• cruises;
• car and vehicle rental;
• transfers;
• attractions;
• tours;
• travel services;
• and other products or services displayed through the Travellin Platform.

Travellin aims to ensure that customer reviews are presented in a manner that is genuine, transparent, fair and not misleading.

This is particularly important because consumers may rely on reviews when making travel decisions. The European Commission’s 2021 coordinated review sweep found that authorities had concerns about the reliability of reviews on a large proportion of websites examined, including booking and comparison platforms. (European Commission)

2. Why Reviews Matter

Customer reviews can help travellers understand the experiences of other customers.

Reviews may provide information concerning:

• service quality;
• accommodation;
• cleanliness;
• location;
• staff;
• activities;
• value;
• facilities;
• organisation;
• accessibility;
• food;
• transport;
• or other aspects of a travel service.

Reviews are nevertheless individual opinions and experiences.

A review does not constitute a guarantee that another customer will have the same experience.

3. Reviews Are Not Travellin’s Own Statements

Unless expressly identified as such, customer reviews represent the opinions of the individual reviewer.

They should not be interpreted as:

• statements by Travellin;
• guarantees by Travellin;
• professional advice;
• representations by the supplier;
• or independent verification by Travellin of every factual statement contained in the review.

4. Who May Submit a Review?

Travellin may permit reviews from:

• customers who completed a booking;
• customers who purchased or used a travel service;
• verified customers;
• users who have an identifiable relationship with the relevant service;
• or other users where the review is clearly identified according to the applicable review system.

Where Travellin operates a verified-review system, the verification status will be displayed in accordance with the Platform’s review functionality.

5. Verified Reviews

A review may be labelled “Verified Review”, “Verified Booking” or a substantially equivalent designation where Travellin has reasonable technical evidence that the reviewer completed or used the relevant booking through the applicable booking system.

Verification does not mean that Travellin independently confirms every statement made by the reviewer.

It means only that Travellin has verified the relevant booking or customer relationship according to the applicable verification process.

6. Non-Verified Reviews

Where reviews can be submitted without a confirmed booking through Travellin, they must not be presented as verified customer reviews.

Travellin may identify such reviews as:

“Unverified Review”

or another clear equivalent.

Non-verified reviews may be retained where they comply with this policy and applicable law.

7. Reviews From Other Sources

Travellin may display reviews obtained from:

• accommodation suppliers;
• activity providers;
• booking partners;
• affiliate partners;
• external review systems;
• or other authorised sources.

Where reviews originate from an external source, Travellin should not represent them as Travellin-verified reviews unless the applicable verification requirements have actually been satisfied.

8. Imported Reviews

Imported reviews may be subject to the originating provider’s review methodology.

Where practical, Travellin should identify the source or distinguish imported reviews from reviews collected directly through Travellin.

9. No Fake Reviews

Travellin prohibits the creation, purchase, commissioning, manipulation or publication of fake customer reviews.

Travellin will not knowingly publish a fabricated review designed to appear to have been written by a genuine customer.

EU consumer law specifically addresses misleading practices involving consumer reviews and endorsements, including the presentation of false reviews. (European Commission)

10. No Reviews by Travellin Staff Presented as Customers

Employees, contractors, suppliers, affiliates or representatives of Travellin must not create a review that falsely represents them as an independent customer.

Where an employee or other connected person has a legitimate reason to provide information, their relationship must not be concealed where disclosure is legally required or necessary to prevent the communication from being misleading.

11. Supplier Reviews

Accommodation providers, tour operators, restaurants, activity providers and other suppliers must not submit reviews pretending to be independent customers.

Supplier responses may be permitted through a clearly identified Supplier Response function.

12. Competitor Reviews

A competitor must not create a false review with the purpose of damaging another business.

Travellin may remove reviews that are demonstrably:

• fabricated;
• maliciously misleading;
• impersonating another person;
• or submitted for improper competitive purposes.

13. Incentivised Reviews

Travellin may, where legally permissible, operate programmes under which customers receive an incentive to submit feedback.

However:

An incentive must never be conditional upon a customer giving a positive or favourable review.

Where an incentivised review is published, Travellin should clearly identify the relevant incentive where required.

This approach is important because EU authorities have specifically identified insufficient transparency concerning incentivised reviews as a recurring problem. (European Commission)

14. Positive Reviews Cannot Be Required

Travellin must not require a customer to provide a positive review in exchange for:

• a refund;
• compensation;
• discount;
• voucher;
• loyalty benefit;
• upgrade;
• free service;
• or other benefit.

15. Negative Reviews Are Permitted

Travellin does not remove a review merely because it is:

• negative;
• critical;
• unfavourable;
• low-rated;
• or damaging to a supplier’s reputation.

A negative opinion is not, by itself, grounds for removal.

16. Supplier Disagreement

A supplier may disagree with a customer’s review.

Disagreement alone does not entitle the supplier to demand removal.

Where appropriate, the supplier may submit a factual response through the available response mechanism.

17. Honest Customer Experience

Customers are encouraged to provide reviews based on their genuine experience.

Reviews should describe:

• what happened;
• when it happened;
• which service was used;
• and why the customer reached the stated conclusion.

18. Accuracy

Reviewers should make reasonable efforts to ensure factual statements are accurate.

A review should not knowingly contain fabricated facts.

Opinions such as:

“I thought the hotel was overpriced.”

are generally subjective.

Statements such as:

“The hotel had no electricity for three days.”

are factual claims and should be made honestly.

19. Opinions

Travellin recognises the distinction between:

Opinion

and

Fact.

Customers are entitled to express legitimate opinions, including strong criticism, provided the review complies with applicable law and this policy.

20. Defamation and False Allegations

Reviews must not contain knowingly false allegations presented as facts.

Travellin may investigate complaints concerning potentially unlawful content.

Where appropriate, Travellin may request supporting information from the reviewer or supplier.

21. Personal Data in Reviews

Customers must not publish another person’s unnecessary personal information.

Reviews should not disclose:

• private telephone numbers;
• personal email addresses;
• home addresses;
• passport information;
• payment-card information;
• booking credentials;
• or other confidential personal information.

22. Sensitive Information

Reviewers should avoid publishing unnecessary sensitive personal information concerning themselves or others.

Travellin may remove or redact information where necessary to protect privacy or comply with applicable law.

23. Photographs and Videos

Where Travellin permits customer photographs or videos, the contributor must have the necessary rights to submit them.

Users must not upload:

• stolen photographs;
• copyrighted material without permission;
• private photographs of other people without appropriate rights;
• or material containing unlawful content.

24. Children in Reviews

Customers should exercise particular caution when uploading photographs or videos showing children.

Travellin may remove content where publication creates privacy, safety or legal concerns.

25. Offensive Content

Travellin may remove content that contains:

• threats;
• harassment;
• hate speech;
• obscene material;
• discriminatory abuse;
• violent threats;
• or other unlawful or seriously inappropriate material.

This does not prevent legitimate criticism of a business or service.

26. Threats and Extortion

Reviews must not be used to threaten a supplier with a negative review unless the supplier:

• provides money;
• provides a refund;
• gives free services;
• provides compensation;
• or takes another action.

Such conduct may constitute review manipulation or extortion.

27. Review Manipulation

Prohibited manipulation includes:

• buying positive reviews;
• paying people to post favourable reviews;
• mass-generating reviews;
• creating multiple fake accounts;
• suppressing genuine negative reviews;
• selectively publishing only positive reviews while falsely implying that all reviews are shown;
• or otherwise artificially altering the perceived reputation of a service.

28. Review Suppression

Travellin will not remove a genuine review simply because a supplier asks for removal because the review is negative.

Removal must be based on a legitimate policy, legal or technical reason.

29. Moderation

Reviews may be subject to moderation.

Moderation may be performed:

• automatically;
• manually;
• through a combination of automated and human processes;
• or following a complaint/report.

Moderation is intended to identify content that violates this policy or applicable law.

30. Automated Moderation

Automated systems may detect:

• spam;
• duplicate content;
• abusive language;
• prohibited personal data;
• suspicious review patterns;
• fraudulent behaviour;
• or other indicators of policy violations.

Automated detection does not necessarily establish that a review is fake.

A review may be subjected to additional human review.

31. Human Moderation

Travellin may use human moderators to assess:

• reported reviews;
• suspected manipulation;
• legal complaints;
• privacy violations;
• abusive content;
• or other policy issues.

32. Review Verification

Travellin may use reasonable measures to determine whether a reviewer:

• completed a booking;
• purchased a service;
• used an activity;
• stayed at a property;
• or otherwise had the relevant customer experience.

The exact verification process may vary between service categories.

33. Verification Does Not Mean Endorsement

A Verified Review does not mean:

• Travellin agrees with the reviewer;
• Travellin guarantees the accuracy of every statement;
• the supplier accepts the criticism;
• or the service has been independently audited.

It indicates only the relevant level of booking/usage verification.

34. Review Publication

Where Travellin publishes customer reviews, the Platform may publish:

• positive reviews;
• neutral reviews;
• negative reviews;
• low ratings;
• high ratings;
• and critical feedback.

Subject to lawful moderation, the aim is to provide a balanced representation of customer experience.

35. Average Ratings

Where an average rating is displayed, Travellin should identify or make reasonably accessible information explaining:

• what rating scale is used;
• which reviews are included;
• how the average is calculated;
• and whether different categories are weighted differently.

The review methodology should not be designed to create a misleading impression.

36. Rating Scale

A rating may use:

• 1–5 stars;
• 1–10;
• percentage;
• or another scale.

The relevant scale should be clearly displayed.

37. Review Sorting

Reviews may be sorted by:

• newest;
• most relevant;
• highest rating;
• lowest rating;
• verified status;
• language;
• or another criterion.

Where sorting is algorithmic or materially affects presentation, Travellin should avoid presenting the result as a neutral chronological list if it is not one.

38. Featured Reviews

Travellin may feature selected reviews.

A featured review must not be presented in a way that falsely suggests it was selected randomly if it was actually selected according to specific criteria.

Where selection materially affects consumer understanding, the methodology should be transparent.

39. Sponsored or Promoted Content

A supplier must not pay Travellin to make a paid testimonial appear to be an ordinary independent customer review.

Where commercial promotion affects ranking or presentation, the commercial nature should be disclosed where required.

EU consumer rules require transparency around commercial practices and endorsements. (European Commission)

40. Review Ranking

Review order may be determined by:

• date;
• relevance;
• verification;
• language;
• usefulness;
• quality;
• or another disclosed methodology.

The ranking methodology must not be used deceptively.

41. Paid Search Placement vs Reviews

If a supplier pays Travellin for advertising or preferential commercial placement, that does not mean that the supplier’s customer reviews should automatically receive higher ratings or preferential treatment.

Advertising and customer reviews are separate systems.

42. Reviews and Affiliate Relationships

Travellin may receive affiliate commission when a customer books a travel service.

Affiliate remuneration does not entitle the supplier to:

• removal of negative reviews;
• creation of positive reviews;
• manipulation of average ratings;
• or suppression of genuine customer feedback.

43. Reviews of Affiliate Suppliers

A supplier being an affiliate partner does not automatically result in favourable review treatment.

Reviews should be handled according to the same review policy.

44. Supplier Right of Reply

Where technically available, suppliers may be given an opportunity to respond to reviews.

A supplier response must be:

• relevant;
• factual;
• professional;
• non-threatening;
• and compliant with applicable law.

45. Supplier Response Is Not a Review

A supplier response should be clearly distinguished from the customer’s review.

It must not be displayed in a manner that makes it appear to be another customer opinion.

46. Review Removal Requests

A customer, supplier or other affected party may report a review if they believe it:

• is fake;
• contains unlawful content;
• violates privacy;
• contains personal information;
• infringes copyright;
• is abusive;
• contains threats;
• is unrelated to the service;
• or violates this policy.

47. Reporting a Review

Reports should be submitted to:

info@travellin.info

Where the matter concerns a specific booking, customers may also contact:

bookings@travellin.info

The report should identify:

• the review;
• the reason for the complaint;
• relevant booking/reference information;
• and supporting evidence where available.

48. Review Investigation

When a review is challenged, Travellin may:

• review booking records;
• examine account information;
• compare review metadata;
• request clarification;
• contact the reviewer;
• contact the supplier;
• assess supporting evidence;
• or use fraud-detection systems.

Travellin does not guarantee that every disputed review can be conclusively verified.

49. Temporary Restriction

While investigating a potentially unlawful or fraudulent review, Travellin may:

• temporarily hide it;
• restrict its visibility;
• disable interaction;
• or leave it published with appropriate moderation.

The action taken depends on the circumstances.

50. Removal

A review may be removed where it:

• is demonstrably fake;
• is submitted by someone who did not have the claimed experience and falsely represents otherwise;
• contains unlawful threats;
• exposes prohibited personal data;
• infringes intellectual-property rights;
• is materially fraudulent;
• is spam;
• is unrelated to the relevant service;
• or otherwise violates this policy.

51. Negative Content Is Not Removed Merely Because It Is Negative

This is a fundamental principle of this policy.

A genuine negative review should remain available where it complies with the rules.

A supplier’s commercial dissatisfaction is not sufficient by itself to justify removal.

52. Reviews May Be Edited or Redacted

Travellin may edit or redact content only where reasonably necessary, for example to:

• remove personal data;
• remove prohibited content;
• correct a technical formatting issue;
• or comply with legal requirements.

Material changes to the substance of a review should not be made merely to improve its commercial appearance.

53. Duplicate Reviews

Duplicate submissions may be consolidated or removed where they artificially distort the rating or review volume.

54. Spam Reviews

Reviews consisting primarily of:

• advertising;
• promotional links;
• unrelated commercial messages;
• repetitive content;
• or automated submissions

may be removed.

55. Reviews About the Wrong Property or Service

A review concerning one property, activity or supplier should not be attributed to another.

Where an attribution error occurs, Travellin may correct or remove the affected review.

56. Reviews From Previous Stays

Where a customer has multiple experiences with the same property or service, each review should relate to an identifiable experience.

The Platform may impose reasonable limits on multiple reviews concerning the same booking.

57. Review Updates

Where supported, customers may update a review to reflect:

• a subsequent resolution;
• a supplier response;
• a correction;
• or a new development.

The updated review should remain truthful.

58. Review Date

Where practical, reviews should display:

• publication date;
• or date of experience.

This enables customers to assess whether the information remains current.

59. Outdated Reviews

Older reviews may remain useful but may not reflect current conditions.

Travellin may display the date of the review to allow consumers to assess its age.

60. Language

Reviews may be displayed in their original language or translated.

Where machine translation is used, Travellin should avoid presenting the translation as an original statement by the reviewer.

61. Translated Reviews

Translations are intended to communicate the meaning of the original review.

Translation errors do not change the reviewer’s original statement.

Where a material dispute exists, the original version should be consulted.

62. AI-Generated Reviews

Travellin prohibits the submission of AI-generated or automatically generated content that falsely represents itself as an authentic personal customer experience.

AI tools may be used by customers for spelling or language assistance, but the underlying experience must be genuine and accurately represented.

63. Automated Review Generation

Suppliers, affiliates and other parties must not use:

• bots;
• scripts;
• generative AI;
• automated accounts;
• or other technologies

to manufacture artificial customer reviews.

64. Review Incentive Disclosure

If Travellin permits an incentive programme, the review interface should disclose the relevant relationship where required.

Example:

“The reviewer received a benefit for submitting feedback. The benefit was not conditional on a positive review.”

65. No Selective Solicitation

Travellin should not design review requests in a way that deliberately asks only customers expected to leave positive reviews to submit public reviews while directing dissatisfied customers into a private channel.

Review collection should not be structured deceptively.

66. Private Feedback

Travellin may separately request private feedback to improve services.

Private feedback should not be misleadingly represented as the complete set of public customer reviews.

67. Review Collection

Where Travellin collects reviews directly, the system may request feedback:

• after completion of a stay;
• after completion of an activity;
• after a flight;
• after a rental;
• after a cruise;
• or after another relevant service.

The timing should reasonably correspond to the customer’s actual experience.

68. Email Review Requests

Review requests may be sent to customers using booking/contact information in accordance with Travellin’s Privacy Policy and applicable electronic-communications law.

69. Review Ownership and Licence

By submitting a review, the customer grants Travellin the rights necessary to:

• store;
• reproduce;
• display;
• translate;
• format;
• moderate;
• and distribute

the review through Travellin’s services, subject to the applicable terms and law.

The customer retains ownership of their underlying intellectual-property rights where applicable.

70. Customer Warranty

By submitting content, the customer represents that:

• the review reflects their genuine experience;
• they have the necessary rights to submit accompanying photographs or other material;
• the content is not knowingly false;
• and the submission does not unlawfully infringe another person’s rights.

71. Intellectual Property

Customers must not upload copyrighted photographs, text or videos belonging to third parties without the necessary permission.

Travellin may remove allegedly infringing content following an appropriate report.

72. Privacy and Data Protection

Review publication may involve processing:

• name or display name;
• language;
• review date;
• booking verification;
• photographs;
• location information;
• and review content.

Processing is subject to Travellin’s Privacy Policy and applicable data-protection law.

73. Anonymous Reviews

Where permitted, Travellin may display a review using:

• first name;
• initials;
• pseudonym;
• or another limited identifier.

The underlying review may nevertheless be associated internally with the relevant booking.

74. Contact Details

Questions concerning reviews may be sent to:

info@travellin.info

Booking verification matters:

bookings@travellin.info

Privacy matters:

privacy@travellin.info

Telephone: +420 732 844 855

75. Transparency About Review Methodology

Travellin should make the following information reasonably accessible to consumers:

1. whether reviews are verified;
2. how reviews are collected;
3. whether non-verified reviews are accepted;
4. how reviews are moderated;
5. how suspicious reviews are detected;
6. whether incentives are offered;
7. how average ratings are calculated;
8. how reviews are ranked;
9. why reviews may be removed;
10. and how consumers can report a suspicious review.

This is especially important because EU enforcement activity has identified lack of transparency around review collection, authenticity and incentivised reviews as a recurring consumer-protection problem. (European Commission)

76. What “Verified” Means

For absolute clarity:

Verified does not mean “positive”.

Verified does not mean “approved by Travellin”.

Verified does not mean “factually guaranteed”.

It means that Travellin has taken the stated steps to establish the relevant customer/booking relationship.

77. What Travellin Does Not Do

Travellin does not:

• manufacture customer experiences;
• sell positive reviews;
• knowingly publish fake reviews;
• remove genuine negative reviews merely because they are unfavourable;
• fabricate review scores;
• or present paid promotional statements as independent customer opinions.

78. Relationship With EU Consumer Law

Travellin’s review system is intended to comply with applicable consumer-protection requirements concerning:

• misleading commercial practices;
• endorsements;
• consumer reviews;
• transparency;
• online marketplaces;
• and unfair commercial practices.

The EU Unfair Commercial Practices framework specifically addresses consumer reviews and endorsements, while the Consumer Rights Directive establishes broader information and consumer-protection requirements for online contracts. (European Commission)

79. Continuous Review-System Monitoring

Travellin may periodically review its review system to identify:

• fraudulent patterns;
• unusual review volumes;
• duplicate accounts;
• artificial rating manipulation;
• technical errors;
• or weaknesses in verification.

The system may be updated when necessary.

80. Final Legal Statement

Customer reviews are intended to provide genuine consumer insight, not guaranteed statements of fact or endorsements by Travellin.

Travellin will seek to maintain a review environment that is:

Authentic.
Transparent.
Fair.
Non-manipulative.
Respectful of privacy.
Consistent with applicable consumer law.

No supplier, affiliate relationship, commission arrangement or commercial interest gives a supplier an automatic right to remove an otherwise genuine negative review.

Equally, no customer has a right to publish unlawful, fraudulent, defamatory, abusive or fabricated content.

Where mandatory law imposes a higher standard of consumer protection than this policy, the mandatory legal requirement prevails.

CONTACT DETAILS

BETZONE s.r.o. — Travellin
Maletín 9
789 01 Maletín
Czech Republic

IČO: 28802471
DIČ: CZ28802471

General enquiries: info@travellin.info
Booking enquiries: bookings@travellin.info
Privacy enquiries: privacy@travellin.info
Telephone: +420 732 844 855