How Reviews Work on FindMySpa

How guests can leave a review

(what you can tell your customers)

• Go to your spa’s page on Find My Spa.

• Select “Write a review” (guests may be asked to sign in first).

• Choose a star rating, write a short comment, and submit.

• The review is saved and appears on your page once it passes basic checks.

Content rules in plain English:

• Be respectful, factual, and relevant to the visit.

• No hate speech, harassment, doxxing, or illegal content.

• No personal medical details about other people.

• No ads, referral links, or off‑topic promotions.

What shows on your spa page

• Star rating (average) and review count.

• Review list (newest first) with the reviewer’s display name/initials, rating, relative date, and comment.

• Rating breakdown (how many 5, 4, etc.).

• Helpful/Not Helpful votes from readers.

Search visibility: We include ratings and reviews in your page’s structured data so search engines can understand them. This helps guests see at‑a‑glance signals of quality.

Our moderation & authenticity checks (vetting)

We want reviews to be genuine, useful, and fair. To that end we may:

• Automate basic checks for spam, profanity, and duplicate flooding.

• Require sign‑in to review; anonymous reviews aren’t allowed.

• Assess patterns (e.g., multiple reviews from the same device/IP or sudden bursts that look coordinated).

• Ask for context from a reviewer or the spa if something looks unusual.

• Hold a review temporarily while we investigate if it appears inauthentic or violates policy.

What we do not allow:

• Paid, incentivised, or self‑reviews (including staff, owners, or their direct families) without clear disclosure.

• Competitor attacks or organised review bombing.

• Off‑topic rants, hate speech, or personal threats.

• Blackmail or review extortion (e.g., demands for freebies in exchange for positive reviews or threats of negative reviews).

Conflict of interest: Owners, staff, close family, or agencies acting on their behalf shouldn’t post reviews for their own spa or competitors.

If you receive a negative review

• Pause and read it calmly. Many readers gauge your professionalism by your response.

• Respond publicly (when response tools are available) or prepare a polite response you can share with the guest directly.

• Acknowledge their experience, offer a path to resolve (e.g., contact details), and avoid sharing private details publicly.

• If the review violates policy (e.g., harassment, fake), report it to us for investigation.

Pro tip: Future guests often judge the response more than the rating itself. A calm, solution‑oriented reply builds trust.

If you suspect a fake or targeted attack

We have a comprehensive process to protect businesses and guests:

• Report the review(s) via the “Report” link or the Support page. Include your spa name, link to the review(s), and why you believe they’re inauthentic (e.g., no matching appointment records, identical phrasing across profiles, known competitor involvement).

• We investigate using a combination of signals (account age, behaviour patterns, velocity, content cues) and may contact both parties.

• Interim safety: If there’s a surge that looks like review bombing, we may temporarily limit visibility of newly posted reviews while we verify.

• Outcome:

  • Remove content that clearly violates policy or appears inauthentic.

  • Uphold content that meets policy, with guidance on how to respond constructively.

  • Escalate to additional checks if needed.

What helps our investigation:

• Appointment logs (date/time only; no sensitive health details)

• Receipts or booking confirmations (redacted)

• Email or message threads confirming identity

Privacy note: Only share information you’re permitted to share. Do not disclose guests’ private data without consent.

How we support you with reviews

• Clear policies & tools: Easy ways to report suspicious reviews.

• Guidance: Templates and best practices for responding to praise or complaints.

• Education: Articles and checklists on getting high‑quality, compliant reviews.

• Fairness: Temporary holds and deeper checks when unusual patterns appear.

Best practices to get more genuine reviews

• Ask at the right moment: After a positive visit, invite guests to leave a review on FindMySpa.

• Make it easy: Share your spa page link in follow‑up emails or on receipts.

• In‑venue prompts: Display a small sign or a QR code at reception leading to your FindMySpa page.

• Train your team: A brief verbal ask (“If you enjoyed today’s treatment, a quick review on Find My Spa really helps us!”) works wonders.

• No incentives: Don’t offer discounts or gifts in exchange for positive reviews; this violates most platforms’ policies (including ours) and can lead to removal.

Extra FAQs (user‑centric)

How is the average rating calculated? It’s the simple average of published star ratings shown to one decimal place.

Do newer reviews matter more? Newer reviews tend to be more visible in the list (newest first). We don’t secretly “weight” scores.

Can we remove a review because we disagree with it? No. If it’s within policy, it stays. If it breaks policy, report it and we’ll review.

Can we reply to reviews? Yes where owner replies are available. Keep it polite, brief, and solution‑oriented. If reply tools aren’t visible yet for you, you can send us a short statement to add when appropriate.

Can a guest edit their review? Guests can contact Support to correct obvious mistakes or post an updated review after a new experience.

Can we display Find My Spa reviews on our own website? You can quote short excerpts with attribution and a link back to your listing. Ask Support for brand‑safe phrasing. (Avoid copying full reviews without permission.)

Can we export our reviews? We can provide a courtesy export of your own listing’s published reviews upon request.

How long are reviews kept? Reviews remain visible unless removed for policy reasons or legal obligations.

What about sensitive/medical details? Guests shouldn’t include private medical details about anyone. If such info appears, report it so we can redact or remove as appropriate.

What if a reviewer threatens a bad review for a discount (extortion)? Save the messages, decline incentives, and report it immediately. We treat extortion seriously.

Do you allow photo or video reviews? If/when available, images must avoid faces or private details unless the reviewer has clear permission. Offensive or graphic content is prohibited.

Can staff post reviews of our spa? No, that’s a conflict of interest. The same applies to close family.

How many reviews can one person leave? One review per genuine experience is fine; spammy duplicates may be removed.

What happens if ownership of our spa changes? Reviews stay with the venue history; new ownership can add a public note in the description to explain changes (e.g., “Under new management since March 2025”).

Can we turn reviews off? No. Reviews are a core part of how guests make decisions. We focus on fairness and authenticity rather than disabling reviews.

What happens during temporary closures? Update your listing and hours. If negative reviews stem from outdated info, share context in your response and contact Support.

Are incentives for reviews allowed if we don’t specify positive reviews? No. Incentivising any review can bias results and is not allowed.

Reporting & timelines

• Use the Support page to report policy‑violating or suspicious reviews. Include direct links and your reasons.

• We aim to acknowledge within a reasonable timeframe and will update you after the initial assessment. Complex cases (e.g., coordinated attacks) may take longer while we gather context.

Need help?

• Suspicious or abusive review? Report it via the review or contact Support with links and your notes.

• Want more reviews? Ask us for your QR code poster or on‑brand prompts you can print and display.

We’re here to help keep reviews authentic, useful, and fair for everyone.