Our Policies

Mitchells & Butlers Guest Review Policy

We welcome reviews about your experience with us.  This policy outlines how guest reviews are collected, managed, and responded to across all platforms where Mitchells & Butlers is represented. It aims to foster trust, improve service quality, and maintain a respectful and transparent review environment.

This policy applies to all of our brands.  Reviews may be posted on third-party platforms (e.g. Google, TripAdvisor, Booking.com) independently but also includes any reviews submitted directly to those third-party platforms which may be in response to an invitation forming part of a feedback survey sent to guests after a visit to one of our sites, or via a QR code or link shown on posters at our sites, or on the bottom of our receipts.  Very occasionally reviews are posted on local social media pages. 

We don't offer any incentives for positive reviews, but we do occasionally pay social media influencers or other third-parties or offer them free meals or vouchers for use in our pubs and restaurants, to experience them first-hand and to share those experiences on media platforms. In such cases, we require that the incentivised nature of the experience is clearly and prominently disclosed by the influencer (e.g. using a label like “AD” or “Incentivised Review”).  In all instances, influencers are reminded that their reviews should always reflect their genuine experience.

Review guidelines

Wherever you choose to review us, your review must:

  • Reflect your genuine experience (both positives and negatives).
  • Not manipulate ratings (for example, you cannot submit multiple reviews for the same experience).
  • Not be obscene, offensive, harmful, defamatory or derogatory towards named team members.
  • Not include personal information (either your own or other people’s).

If you just have a question or need help

We want you to share your experiences but if you are experiencing issues with the review process, or if you just have a question for us or need help, please contact our Guest Care team directly.

Where and how we display reviews

For information on how each of the third-party platforms checks and verifies reviews, see the relevant third-party platform.

These platforms have robust internal checking systems in place to remove fake reviews.

We may use your reviews 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 to us

If you think that any review submitted to a third-party platform is fake or otherwise doesn't comply with the Review Guidelines you can report this on the relevant third-party platform.

Dealing with suspicious reviews

For information on how each third-party platform sanctions those who submit fake reviews, please visit the relevant platform.

Once we are made aware of any third-party platform sanctions, where it is appropriate to do so, we investigate the review with our operations team to ensure that we are taking all necessary actions in relation to those sanctions.  We also conduct a separate quarterly review by way of follow-up to ensure that nothing remains outstanding.

Policy review

This policy will be reviewed annually to ensure it remains aligned with industry standards and guest expectations.

We reserve the right to amend the terms of this policy and our Review Guidelines from time to time.