St Oswalds Farm Cottages, Wall, Northumberland

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Consumer reviews policy for Heavenfield Cottage

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Consumer Reviews Policy

 

Definitions

The following defined terms apply to this Consumer Reviews Policy:

Agent (we, us, our) Messrs Reay & Walton
Booking a consumer’s reservation of the property
OTAs Online Travel Agencies used by the Agent
Owner the property owner who is deemed a trader under consumer rights legislation
Property the property provided by the Owner for the booking
Reviewer (you, your) the consumer leaving, or considering leaving, a review
Third Party Review Platform any third-party platform used by the owner to obtain, manage or present consumer reviews and review information
Website www.stoswaldsfarm.co.uk

Who can submit a review

We welcome reviews about your experience with us and your stay at the property, via publicly available third-party websites such as social media channels and Google public review function.

We send all our customers who have made a direct Booking with us an invitation to submit a review. For more information about leaving reviews, please see the "How to Leave a Review" section.

We welcome reviews about your experience by submitting a review via third-party review platforms.

You can leave a review about a recent experience with us even if you haven’t made a booking. You can review the service provided by us (for example, you can review how we handled your enquiry).

You must be over 18 to leave a review.

We do not incentivise reviews

We do not offer any incentives for reviews (whether positive or negative).

How to leave a review

You can leave a review via publicly available websites such as social media channels and Google public review function.

Review Standards

Your review must:

  • Reflect your genuine experience (both positives and negatives).
  • Not be incentivised in any way.
  • Not relate to a product or service you are connected with (for example, because you (or someone in your family) has a financial interest in or works for the business that provides it).
  • Not manipulate ratings (for example, you cannot submit multiple reviews for the same product or service).

Where and how we display reviews

We publish reviews that comply with our review standards (whether positive or negative). Sometimes we remove old reviews and make clear the time period of review information being displayed.

Reviews for our service or Property made via third-party review platforms may appear on the third-party review platform website. Our website also links to reviews made on some third-party review platforms.

We may display review information such as an overall rating by averaging the ratings received. Where such information is displayed, we explain what information is being displayed and the calculation.

We reserve the right to hide all reviews (whether genuine or fake) and cease taking reviews at any time.

We may use your review in our marketing

We may include all (or a representative part) of your review in our marketing material in any media (for example, on our website, in a brochure or in advertising). Your identity will not be revealed.

Please report suspicious reviews

If you think any review is fake please report to us via the contact details on our website.

If you think any review submitted to a third-party review platform is fake, please report to the third-party review platform via the third-party review platform website. Please see the end of this policy for useful links.

How we investigate and deal with suspicious reviews

If our own monitoring or a report from you or someone else suggests that a direct review does not comply with the review standards, we will promptly investigate.

Our investigation shall commence on notification of the suspicious review and we will use reasonable endeavours to complete the investigation within a month. Investigations shall be conducted by Lorraine Reay.

We may:

  • immediately remove it (or not publish it, where it has been detected before publication). We will do this where we are certain it is non-compliant.
  • investigate it further (which may involve contacting the reviewer for evidence that it is compliant) and flag it as a possibly fake review until our investigation is complete or remove the possibly fake review until our investigation is complete. If we then determine the review is non-compliant we will permanently remove it.
  • If we identify one review as non-compliant we may remove all reviews submitted by the same reviewer and refuse to publish any further reviews from the same reviewer.
  • If we remove a review or are investigating it, we will not include that review in any aggregated review score.
  • If you disagree with our decision as to whether a review is compliant, you can contact us via the contact details on our website. We will deal with the issue you raise in accordance with our customer complaints procedure.
  • Where we host reviews regarding the products or services of other traders (e.g., reviews about the Owner and/or the Owner’s Property) and, on assessment, deem the trader responsible for the banned reviews, we may take the following additional steps if we deem necessary on an assessment of the facts;
  • notify consumers that the trader has benefited from banned reviews by putting a clear notice on the website;
  • terminate the commercial relationship with the trader; and/or notify the CMA of the trader's breaches of the banned practices.

For information on how the third-party review platforms sanctions people who submit fake reviews, please see the third-party review platform’s website.

If a review is removed from a third-party review platform or otherwise does not comply with our Review Standards, we will remove it from our website.

July 2026 v1

Schedule 1 – Third Party Review Platforms

Platform Use of the PlatformLink for guidance
Google Reviews of the Servicehttps://policies.google.com/
Facebook Reviews of the Servicehttps://www.facebook.com/policies_center/
 

Reviews

What our guests have had to say:

"This is undoubtedly 5* accommodation. Every attention to detail has been thought of to make your stay as comfortable as possible. The cottage was beautifully decorated with luxurious soft furnishings, high quality linens and the fluffiest, thickest towels. What a refreshing change that the owners genuinely care about the customer experience! Lorraine and John have a real talent for offering a 5* experience. We have stayed in lots of top end accommodation but this far outstrips all the others."

David

"Heavenfield Cottage is an absolutely gorgeous self-catering destination for couples travelling to the North East.  It’s ideally located for all local amenities but also away from the hustle and bustle in the gorgeous Northumbrian countryside.  The cottage interior finish is extremely high and so very comfortable, everything you need has been thought of, we enjoyed it so much and would return in a heartbeat.  I can’t recommend this cottage enough…it’s superb!"

Gary

"We had a lovely time at Heavenfield Cottage.  I don’t think there is any more our hosts could have done to make us feel welcome.  The cottage is beautifully equipped and extremely comfortable.  As a base for exploring Kielder Forest, Northumberland National Park and the Northumberland Coast it was excellent.  Even though our stay was in the midst of freezing temperatures, sleet and snow the cottage was a haven."

Julian

"Well I’m not even going to wait until the end of our visit. This place is pure luxury with everything catered for and a great attention to detail. A fantastic place to come back to today after our walk to Sycamore Gap in every different type of weather possible. Had such a warm welcome yesterday with the fire lit and a beautifully decorated, festive house. 5 Star beautiful property, great location, you must visit."

Julie

"Premier cottage.  Everything about it, including fixtures, fittings, equipment was a ‘cut above’.  A beautifully restored building!  The owners had obviously thought of everything.  Ideally located for those with an interest in history, both Roman and Medieval.  Also close to the amenities of Hexham.  We had a wonderful time."

Nikki

"This cottage is really something special and it is a pity the highest rating is 10 as we would happily rate it higher. It is far and above the best place we have stayed in. Furniture and fittings are of high quality. Lighting is excellent. Huge fluffy towels are provided. The owners, Lorraine and John, are warm, friendly and very welcoming. Nothing was too much trouble. An absolute gem. We loved it."

Naomi & Peter

"An excellent long weekend away at Heavenfield Cottage. The property was fantastic and has everything you need. The owners could not have been more helpful and the location is perfect for exploring Hadrian’s Wall, especially as it is built right on top of it! Would love to visit again in the future."

Neil

"We had such a special weekend here, thank you Lorraine and John for an utterly luxurious and outrageously comfortable stay in your stunning cottage - so many thoughtful extra touches, a warm welcome and wonderful peace and quiet. Can’t wait to return!."

Nicci

"Heavenfield Cottage - never was a place so aptly named! Hadrian's Wall country is incredibly special - an ancient landscape marked by thousands of years of human activity and endeavour. So, what could be more perfect for immersing yourself in the area than staying in a well appointed cottage on a working livestock farm, literally built on and from the stones of the wall?
Lorraine and John are warm and thoughtful hosts. They have the balance of leaving you to your own devices and being there for anything you need off to a fine art. We've stayed here three times now and fully intend to return soon."

Kevin

"Superb accommodation in a wonderful location. Lorraine and John have thought of absolutely everything in the cottage, and all to a very high standard. There is so much to do both locally and further afield which all adds to this being a first rate place for a holiday in Northumberland. We will be back ... definitely in fact, as we have already booked for next year ..."

Dave

"Five star welcome to five star luxurious cottage.  Having stayed in various cottages we can say that this is the best we've booked. Everything was spotlessly clean and there were little welcoming touches which made us feel at home. Lorraine herself was there to give us a warm welcome. A lovely place to either explore the surrounding area or just relax."

Charles

"This is without doubt the best cottage we have stayed in. The location is stunning, surrounded by open countryside and picturesque villages. Lorraine and John were lovely and made us feel very welcome, they have finished the cottage to an extremely highly standard, the attention to detail is second to none. We will definitely be back!! "

Steve & Vicky

More Reviews...

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