Where our reviews come from
The reviews and ratings on this website are from guests who stayed at West Street Salisbury, our own holiday let. Guests leave them on the platform they booked through: Airbnb, Booking.com or Vrbo. Those platforms only let guests who have completed a stay leave a review.
- Every guest can review. We don’t choose which guests are asked, and every stay gets the platform’s standard invitation to review.
- No incentives. We never offer discounts, gifts, refunds or anything else in return for a review, or for a better one.
- No fake or commissioned reviews. We don’t write reviews, buy them, swap them, or ask friends and family to post them.
- No suppression. We don’t hide, delete or ask platforms to remove genuine reviews, including critical ones. We only report a review to the platform if it breaks that platform’s own rules (for example, if it is abusive or about a different property).
How we calculate the average we show
We show West Street’s average review score: 4.9 out of 5 from 35 guest reviews, as at October 2026.
- It includes every review across all three platforms, not just the best ones: 29 on Airbnb (average 4.97 out of 5), 4 on Booking.com (average 9.25 out of 10) and 2 on Vrbo (average 5.0 out of 5).
- Booking.com scores out of 10 are converted to a score out of 5 by halving them. The average is then weighted by the number of reviews on each platform: 4.93, shown rounded to one decimal place as 4.9.
- We show the date beside the figure, and we update it at least every three months.
The quotes we show
The guest quotes on this website are a selection, taken word for word from real reviews on the platforms. Where we shorten a quote, we mark it with “…” and keep its meaning. We don’t show guests’ names. The quotes we choose to show don’t change the average above, which always includes every review.
Reviews from owners
Reviews from owners whose homes we manage, or set up, are shown separately from guest reviews and are marked “Verified owner”. We don’t have any yet: they appear only once real owners give them.
- Only real owners. A review comes only from an owner with a signed agreement with us.
- When we ask. We ask every owner, not just the happy ones: after their first monthly statement and again at their annual review, through the owner portal or by email.
- With permission. We publish an owner’s words and first name only with their written consent. We show their town or village, never their address.
- Word for word. We never change the meaning. Where we shorten a review, we mark it with “…”.
- Nothing in return. We never offer a discount, gift or anything else for a review, or for a better one.
- Critical reviews too. We publish negative reviews as well as positive ones. We never pick only the good ones.
How we respond to reviews
We read every review and use what guests tell us to improve. Where we reply, we do so politely and publicly on the platform, whether the review is positive or critical. We never pressure a guest to change or remove a review.
The law we follow
This policy follows the Digital Markets, Competition and Consumers Act 2024, which bans fake reviews and the concealment of incentivised reviews, and the Competition and Markets Authority’s guidance on fake reviews (CMA208).
If you have a question about a review, or think a review breaks these rules, email hello@thecollicottcollection.com.
