When will Treatwell remove or edit a review? What is considered a breach of your Review Guidelines?
Some examples of breaches include:
- Submitting fake reviews or paying someone to submit content that benefits your business.
- The review is not based on the customer’s first hand, personal experience.
- Defamatory, threatening, offensive or libellous language is used. Defamation or libel means that a review makes a false statement of fact which could then be damaging to the salon - this could include, for example, if the review says that a therapist is not qualified - as this goes beyond the experience and knowledge of the reviewer.
- The review includes threats, personal attacks, aggressive comments or hateful, bigoted or racist speech.
- The review alleges serious criminal activity or references police investigations (in these cases Treatwell will remove the review and reach out to the reviewer privately so that we can assist in the best way possible).
- The treatment took place more than 3 months prior to posting the review.
Will Treatwell remove a review if I refund the customer?
We can only remove a review if the customer contacts us directly and asks us to remove the review. Refunding a customer will never result in their review being removed. The appointment still took place and the review still stands.
Why do you allow anonymous reviews?
The reason we allow anonymous reviews is that a customer may be more transparent when they don’t have to reveal their name. One of the reasons customers consistently book on our platform is because of our extensive, honest and informative review platform. This in turn means more customers for our partners.
There’s information in a review that is not accurate. Can you remove it?
If a customer has included inaccurate information in a review (for example, it says your salon uses strip wax, when in fact you use hot wax), we recommend that you politely respond to the review and rectify the inaccuracy. We, unfortunately, will not remove a review for this reason.
The customer has left an anonymous review. I want to contact him/her to resolve this. How do I do that? Can you provide his/her name?
You must never contact customers who have left an anonymous review directly using their customer details, even if you think you know who they are. We’ll also never disclose the name attached to anonymous reviews to you. It would be a serious breach of their rights under GDPR to do so.
You must respect the customer's wishes to remain anonymous and may only respond to the review via your Connect Review Dashboard, never referring to their name even if you think you know who they are. You may ask the customer to get in touch with you directly to resolve the matter but that’s entirely up to them.
A review was assigned to my name, but another therapist performed the treatment. Can you remove it?
This can happen if a different therapist performs your treatment, but the appointment is not moved to their column in Connect. We currently can’t remove or re-assign these reviews. We recommend that you respond to the review (via your Connect Review Dashboard) explaining that a different therapist performed the treatment on the day.
A customer made a mistake and clicked 1 star instead of 5 stars, can you change it?
We are not able to change or update the star rating of a review. If the customer would like to remove the review entirely, we suggest they contact us directly and we’ll be happy to help.
A Customer wants to remove a negative review - we’ve resolved the issue internally. Can you remove it?
Absolutely! Please have the customer contact us directly and we’ll remove it right away.
I’ve received a two word review. It’s not helpful due to the lack of context, can you remove it?
We know that it’s frustrating when a customer doesn’t provide a thorough explanation about their salon experience (good or not-so-good). However, we’ll still allow a review to remain on the platform, even if the content of the review is very brief, provided the language used conforms to our Review Guidelines.
I have a great relationship with my Account Manager and have been with Treatwell for many years. Can they remove a negative review?
The Review Team is a separate department from our Account Management and Customer Experience teams, and while we’re thrilled that you have such a long and loyal relationship with Treatwell and our Account Management Team, these teams have no influence over decisions made by the Review Team. We set it up this way to retain the integrity of our review system.
We’re confident that this system benefits all of us as our customers know that they can trust our reviews and therefore make informed choices about their next salon experience.
If you’d like support in responding to a review, check out our article here.
A member of my team no longer works at my Salon. Can you remove all the reviews referencing this team member?
We typically won’t remove reviews if a team member no longer works at your salon, in part because our customers also review other aspects of their salon experience and not just the therapist. We do, however, suggest that you respond to the reviews with the update that the therapist no longer works there. If you need help updating a review response, we’ll be happy to help.
I want to change my review response, can you help?
Sure! Just drop us a line using this form referencing the date and content of the review, and the content you’d like to update.
I responded to a review and it’s been removed by Treatwell. Why?
If your review response has been removed, it could be because your response was flagged as inappropriate by a customer or a member of our Review Team. You’ll typically get a notification when this happens along with the reason it was removed, but please get in touch here if you have any questions.
I reported a review and I don’t agree with the outcome. Can you call me to discuss? Can I report it again?
We’re sorry to hear that you don’t agree with the outcome. The review may only be reported once and the Review Team only handles reports in writing and does not discuss over the phone. However, if you’d like some advice about how to respond to a review, or how to get more reviews in general, our Customer Experience team will be happy to help. Just drop them a message using this form.
Can you give some examples of reviews that breach/don’t breach your Review Guidelines and the process involved?
“The salon was dirty and I didn’t feel safe in the neighbourhood. The manicure was ok, but the therapist was rude and disgusting.”
In this example, the only 2 words that are considered to breach are the words “and disgusting” as they could be perceived to be a personal attack. In an example like this, we’d typically remove the written content of the review entirely but keep the star rating. If the customer edits and resubmits the written content of the review to conform with our Review Guidelines, we’ll post the review with this updated written content. Although the rest of the review is unpleasant, it is interpreted as a personal opinion.
“I bought this massage for my boyfriend as a present. He said the therapist was really nice, but didn’t apply enough pressure at all. Also, the room was cold. He wouldn’t go back again.”
In this example, we’d remove the review entirely as it isn’t based on the reviewer’s personal experience.
“Never go there. The worst wax of my life. The wax was so hot I felt sore for hours. The therapist clearly isn’t qualified.”
The last line in the review breaches our guidelines as it could be perceived to be defamatory, as it alleges that the therapist isn’t qualified, and this likely goes beyond the knowledge and experience of the reviewer. In an example like this, we’d typically remove the written content of the review entirely but keep the star rating. If the customer edits and resubmits the written content of the review to conform with our Review Guidelines, we’ll post the review with this updated written content.
“I witnessed the owner of the salon fight with a customer over a pedicure. The police were even called. My manicure was OK. It chipped after a few days, but it was cheap, you get what you pay for.”
The first 2 sentences breach due to the reference to police being called which suggests criminal activity occurred. In an example like this, we’d typically remove the written content of the review entirely but keep the star rating. If the customer edits and resubmits the written content of the review to conform with our Review Guidelines, we’ll post the review with this updated written content.