Reviews and Ratings
How customers and providers review a completed booking, what a review must be, and when a review is removed.
Version 2.0 · Effective 28 July 2026
The official legal document is provided in English.
Artistover is operated by Artistover Limited, a company registered in England and Wales with company number 17285593, whose registered office is at 167-169 Great Portland Street, 5th Floor, London, W1W 5PF, United Kingdom.
Verified reviews help both sides judge who they are booking with. They are only useful if they are real, so this policy is enforced strictly.
1. Who can leave a review
Only a customer or provider who was a party to a completed Artistover booking can review the other side. There is no way to review someone you have not booked with, and we do not accept reviews submitted by any other route.
The customer may review the provider during the 72 hour review window. The provider may separately review the customer after that window. Each party may leave one review for the booking.
2. What a review must be
A review must be your own genuine, first-hand experience of that booking, and it must be honest.
- Write about what actually happened on that booking.
- Do not write about something you heard from someone else.
- Do not include another person private information, including full names of staff, contact details or anything identifying a guest.
- Do not include abuse, discriminatory language, or content that breaches our Acceptable Use policy.
- Do not include advertising, links or an attempt to move business elsewhere.
- Do not raise a matter that is under a formal dispute or legal process while it is ongoing.
3. Manipulation
The following are serious breaches and lead to removal from the platform.
- Writing a review of your own business, or having someone connected to you write one.
- Making a booking in order to generate a review.
- Offering a discount, a refund, a gift or anything else in exchange for a review, or for removing or changing one.
- Pressuring the other party to change or withdraw a review.
- Making a false negative review of a competitor.
- Coordinating reviews across accounts.
Asking the other party politely whether they would leave a review is fine. Making anything conditional on the content of the review is not.
4. Provider reviews of customers
A provider review is a separate account of the completed booking, not a public reply to the customer review. It may cover communication, preparedness, conduct at the booking and whether the agreed terms were followed.
The same standards apply to both sides. Do not reveal private details, threaten the other party, or use a review to pressure them.
5. Moderation and removal
We remove a review that breaches this policy. We do not remove a review simply because it is negative, because the reviewed party disagrees with it, or because it is inconvenient.
- Removed: reviews that are fake, incentivised, written by a connected party, or about the wrong booking party.
- Removed: reviews containing personal information, abuse or unlawful content.
- Removed: reviews that are entirely about something outside the reviewed party control, such as the weather or another guest.
- Not removed: an accurate account of a poor experience.
- Not removed: a low rating with a fair explanation.
- Not removed: a review the reviewed party says is unfair but cannot show to be untrue.
6. Reporting and appeals
Either side can report a review. Tell us which part of this policy you believe it breaches and give us anything that supports that.
We will look at the booking record and the messages. Where we remove a review, we tell the person who wrote it. Where we decline to remove one, we tell the reviewed party why. Either side can ask us to look again once, with new information.
7. How ratings are shown
A provider rating is calculated from their reviews. We show the number of reviews alongside it so a customer can judge how much weight to give it.
Removed reviews are excluded from the rating. We do not adjust ratings by hand and we do not allow providers to pay for a better rating or for a review to be hidden.