How guest feedback works at Canopy & Stars

How guests leave feedback

The day after check-out, we email a guest feedback survey to the person who made the booking and invite them to tell us about their stay. 

As part of the survey, guests are asked to: 

• Leave a written public review of their experience (which we'll publish on your listing if they give us permission to do so). 
• Rate different aspects of their stay, as well as their experience of our website and booking process. 
• Answer a few additional questions to tell us more about their experience, including why they chose your place, what they enjoyed most and any suggestions they have for improving the stay.

The additional responses (the third question) are shared privately with you to help you better understand your guests' experience, but only the responses to the first question are published on your Canopy & Stars listing. 

Publishing reviews

In line with our review policy, we publish all genuine guest reviews we receive via the survey – whether they're glowing, mixed or somewhere in between. 

Our review process was updated in 2025 following changes to UK consumer law, which require businesses to handle customer reviews in a transparent and authentic way. 

Our aim is to give future guests an honest picture of what they can expect, while ensuring reviews are based on verified stays and reflect real guest experiences. 

Once a review has been read and checked by our Guest Experience Team, it will usually be published on your Canopy & Stars listing within one working day.

Notifying you of reviews  

Whenever a review is published, we'll send you an automated email containing: 

• The published guest review 
• The guest's answers to the additional feedback questions. 
• Any suggestions they've shared which may help improve the guest experience.

Many owners tell us these emails are one of the most useful ways to understand how guests experienced their stay and to spot small improvements that can make a big difference.

Dealing with negative feedback 

Fortunately, the vast majority of feedback we receive is positive. 

However, if a guest shares particularly negative feedback, your Account Manager will contact you before the review is published to privately share the points that have been raised. This gives us an opportunity to understand what happened, hear your perspective and ensure we have the full picture before responding to the guest. We'll then discuss the feedback with the guest and work to reach a fair outcome for everyone involved.  

Except when it contravenes our review policy requirements, we cannot legally prevent a review from being published. What we can do, is to include a contextual response from Canopy & Stars alongside it to help explain the circumstances and outcome for future guests. 

When the review is been published, you'll receive the automated feedback email outlined above as usual, which will include both the published review and any contextual response from Canopy & Stars, so you have complete visibility of what appears on your listing. 

Why we publish all genuine reviews 

Reviews are an important part of helping guests make informed booking decisions and maintaining trust in the Canopy & Stars collection. 

Publishing genuine feedback from verified stays – whether positive, mixed or critical – helps create an honest picture of each place while also giving owners valuable insight into how guests experience their stay. 

We know that receiving constructive feedback isn't always easy, but it's often the small suggestions that lead to meaningful improvements. Your Account Manager is always on hand to talk through guest feedback with you and help identify any changes that could enhance the experience for future guests.

Can I ask for a review to be removed? 
We publish all genuine guest reviews in line with our review policy. Reviews will only be removed or not published if they are found not to meet our review policy requirements (for example, if they are not based on a verified stay or breach our guidelines in some other way). 

If you have concerns that a review may not comply with our policy, please speak to your Account Manager, who will be happy to investigate. 

Can I reply to guest reviews? 
Rather than owners responding directly to guests, our Guest Experience Team will respond to all guest reviews that require one. But we’ll be doing so having sought your input first in order to give an informed response. If required, Canopy & Stars may also publish a contextual response alongside a review itself on the listing to provide additional information for future guests. 

Will I always receive an email when a review is published? 
Yes. Each time a review is published on your listing, we'll send an automated email containing the published review, the guest's additional feedback and any contextual response from Canopy & Stars. 

Will I be contacted before every review is published? 
No. The automated email is sent once a review has been published. However, if a guest shares particularly negative feedback via the survey, your Account Manager will contact you beforehand to discuss the feedback before it goes live. There may also be instances where a review is not glowing, but it’s also not bad enough that it requires input from the owner or a C&S response to it before publishing. 

Where do published reviews come from? 
We can only publish reviews that are submitted via the official Canopy & Stars post-stay feedback survey. We’re not able to publish reviews that are left in guest books, sent directly to owners, or shared with us outside of the survey process. 

This applies to all feedback, whether positive, mixed or negative. If a guest contacts us directly via email or phone outside of the official survey, we also can’t publish that as a review. 

However, any direct negative feedback we receive this way will be taken seriously and fully investigated by our team. It will be shared with your Account Manager where relevant and used to help us understand what happened, work with you on any necessary follow-up, and agree an appropriate response with the guest, just as we would with any negative feedback received via our official survey. 

How am I doing compared with the rest of the collection? 

Across the Canopy & Stars collection, guests currently rate their stays an average of 9.2 out of 10. If you'd like to know your own average guest rating or discuss your feedback in more detail, please speak to your Account Manager by emailing owners@canopyandstars.co.uk