Reviews & Content Guidelines

Effective Date: 4 August 2026

Last Updated: 4 August 2026

1. Introduction

These Reviews & Content Guidelines explain the rules that apply when customers submit reviews, ratings, photographs, videos, testimonials, comments or other content to PickRetreats.

They also explain how PickRetreats may display reviews, ratings and related content obtained from authorised third-party review platforms.

PickRetreats is owned and operated by:

CocoRoutes Hospitality Private Limited
CIN: U52291KL2025PTC092382
GSTIN: 32AAMCC4747K1ZE
Second Floor, Iris Plaza
Millennium Nagar
Edappally P.O.
Kochi, Ernakulam
Kerala – 682024
India

In these Guidelines, “PickRetreats”, “we”, “us” and “our” refer to CocoRoutes Hospitality Private Limited.

“Content” includes reviews, ratings, photographs, videos, testimonials, comments, messages and other material submitted directly to PickRetreats or displayed from an authorised third-party source.

2. Who May Submit Content

Content may be submitted directly to PickRetreats only by a person who is at least 18 years old.

Reviews should be based on:

• a retreat personally attended by you;
• a booking or enquiry personally made by you;
• a service personally received by you; or
• a genuine interaction you had with PickRetreats or a retreat provider.

You must not submit a review on behalf of another person without their authority.

3. Reviews Must Be Genuine

Reviews should reflect your honest and personal experience.

You should describe what you experienced rather than making unsupported assumptions about a retreat provider, practitioner, staff member or another guest.

Reviews submitted directly to PickRetreats must not be:

• false, fabricated or misleading;
• submitted for a retreat you did not attend;
• copied from another website or person;
• submitted using a false identity;
• intended to unfairly increase or reduce a retreat’s rating;
• submitted repeatedly to influence the overall rating;
• submitted by someone with an undisclosed personal or commercial interest; or
• submitted in exchange for an undisclosed benefit.

4. Review Badges and Verification Labels

PickRetreats may display badges or verification labels alongside certain reviews to help travellers understand how the review was received or verified.

4.1 Verified Review

A review may receive a “Verified Review” badge when PickRetreats can confirm that the reviewer made the relevant retreat booking through PickRetreats.

PickRetreats may verify the review using information such as:

• the booking reference;
• the reviewer’s registered email address or telephone number;
• the retreat name and travel dates;
• payment or booking records; or
• confirmation received from the retreat provider.

A Verified Review badge confirms that PickRetreats has matched the reviewer with a relevant booking. It does not mean that PickRetreats has independently verified every opinion, statement, treatment result or factual claim contained in the review.

4.2 Verified Stay

A review may receive a “Verified Stay” badge when PickRetreats has received reasonable confirmation that the reviewer attended or completed the relevant retreat.

Verification may be based on PickRetreats booking records or confirmation from the retreat provider.

4.3 Other Review Badges

PickRetreats may introduce other badges or labels to provide additional context about a review or reviewer.

These may include:

• Photo Review: The review includes photographs submitted by the reviewer.
• Video Review: The review includes a video submitted by the reviewer.
• Repeat Traveller: The reviewer has completed more than one booking through PickRetreats.
• Detailed Review: The review provides substantial information about different parts of the retreat experience.
• Recent Stay: The review relates to a stay completed within the recent period specified by PickRetreats.
• Incentivised Review: The reviewer received a disclosed benefit for submitting feedback.
• Google Review: The review or rating is displayed from or attributed to Google Maps through an authorised method.
• Tripadvisor Review: The review or rating is displayed from or attributed to Tripadvisor through an authorised method.
• External Review: The review was originally submitted to another identified review platform.

PickRetreats may add, rename, modify or discontinue badges as its review and verification systems develop.

4.4 Meaning of a Badge

A badge provides limited information about the review, booking, reviewer or source. It does not:

• guarantee that every statement in the review is accurate;
• represent an endorsement of the reviewer’s opinion;
• guarantee a particular experience or result for another traveller;
• confirm the medical effectiveness of a treatment or programme;
• mean that PickRetreats independently verified a review originally submitted on another platform; or
• replace the need to review the complete retreat information before booking.

4.5 Reviews Without a Badge

Some genuine reviews may not display a verification badge because the booking was made directly with the retreat provider, through another booking channel, or because sufficient verification information was not available.

The absence of a badge does not necessarily mean that a review is false or unreliable.

Reviews submitted directly to PickRetreats without a badge remain subject to the same authenticity and moderation standards described in these Guidelines.

4.6 Removal or Correction of Badges

PickRetreats may add, correct, replace or remove a badge where:

• the badge was applied incorrectly;
• the booking information cannot be verified;
• new information becomes available;
• the review is moved to another listing;
• the booking was cancelled or not completed;
• the source platform changes or removes the review;
• the reviewer no longer satisfies the applicable criteria; or
• the badge is discontinued or renamed.

PickRetreats determines whether a review qualifies for a PickRetreats badge, subject to applicable law and these Guidelines.

5. Reviews from Google, Tripadvisor and Other Platforms

5.1 Review Aggregation

PickRetreats may display, link to, summarise or otherwise present reviews and ratings originally submitted on independent platforms such as:

• Google Maps;
• Tripadvisor;
• Facebook;
• Trustpilot;
• retreat-provider websites;
• other travel or review platforms; and
• other authorised sources introduced from time to time.

Such content will be displayed only where permitted by the relevant platform’s terms, policies, licences, APIs, widgets or other authorised arrangements.

PickRetreats will not knowingly scrape, copy or republish third-party review content in a manner prohibited by the source platform.

5.2 Source Attribution

Reviews obtained from another platform may be accompanied by:

• the name or logo of the source platform;
• the reviewer name or profile information supplied by that platform;
• the review date;
• the rating given on the source platform;
• a link to view the original review;
• a link to the retreat’s profile on the source platform;
• an indication that the review has been translated; and
• any other attribution required by the source platform.

Attribution will be displayed in accordance with the relevant platform’s applicable guidelines and technical requirements.

5.3 Google Reviews

Where PickRetreats displays review information obtained from Google Maps through an authorised Google service, it may display the required Google Maps attribution, reviewer attribution and a link to the original content.

Google reviews displayed on PickRetreats remain subject to Google’s own content, review, reporting and removal policies.

A Google Review badge identifies the source of the review. It does not mean that the review was booked through or independently verified by PickRetreats.

5.4 Tripadvisor Reviews

Tripadvisor reviews or ratings may be displayed through an authorised Tripadvisor widget, link, licence, integration or other method permitted by Tripadvisor.

Where a Tripadvisor widget is used, PickRetreats will not separate, alter or republish the widget content in a manner prohibited by Tripadvisor’s applicable terms.

Tripadvisor reviews remain subject to Tripadvisor’s own content, moderation, reporting and removal policies.

A Tripadvisor Review badge identifies the source of the review. It does not mean that the review was booked through or independently verified by PickRetreats.

5.5 Other External Review Platforms

Reviews from other platforms will be displayed according to the terms, attribution requirements and content rules of the relevant source.

The presence of a third-party review or rating does not imply that the source platform sponsors, approves or endorses PickRetreats, CocoRoutes Hospitality Private Limited or the relevant retreat.

5.6 External Reviews Are Controlled by Their Source

An external platform retains responsibility for the review content hosted on its platform, including its publication, ranking, moderation and removal.

PickRetreats may remove an external review from display on PickRetreats, but may not be able to:

• edit the original review;
• remove it from the source platform;
• change its rating;
• identify an anonymous reviewer;
• resolve a complaint governed by the source platform; or
• restore a review removed by the source platform.

Requests relating to the original external review may need to be submitted directly to the platform on which the review was posted.

5.7 Changes Made by External Platforms

External reviews, ratings, review counts and reviewer details may change when the source platform:

• adds or removes reviews;
• changes its rating calculation;
• updates reviewer information;
• changes its API, widget or display rules;
• restricts access to content;
• identifies fraudulent or prohibited content; or
• changes its terms or technical services.

PickRetreats does not guarantee that external review information will always be continuously available or immediately updated.

5.8 Ratings and Review Counts

PickRetreats may display ratings and review counts from different sources.

Each platform may use different rating scales, verification systems, moderation standards and calculation methods. Ratings from different platforms may therefore not be directly comparable.

Where possible, PickRetreats will identify the source of each rating or review count.

PickRetreats may also create an overall or combined review summary using reviews from more than one source. Where such a summary is displayed, it may be identified as a PickRetreats summary rather than represented as the rating of any individual third-party platform.

5.9 Ordering and Filtering External Reviews

PickRetreats may order, select or filter external reviews based on factors such as:

• relevance;
• review date;
• rating;
• language;
• availability of review text;
• helpfulness;
• programme or retreat relevance;
• source-platform limitations; and
• technical availability.

PickRetreats may display only a selection of available reviews and is not required to reproduce every review from a source platform.

Where required by a source platform, PickRetreats will explain or indicate how reviews are ordered or filtered.

5.10 Translated External Reviews

PickRetreats or the relevant source platform may translate an external review for customer convenience.

A translated review may be identified as translated where required or appropriate.

Minor differences may occur between the original and translated versions. Where available, travellers may be given access to the original review.

5.11 Reporting External Reviews

Where available, PickRetreats may provide a link or mechanism allowing users to report an external review to its source platform.

A complaint about an external review may also be submitted to PickRetreats. We may review whether the content should continue to be displayed on PickRetreats, but the source platform will determine whether it remains published on its own service.

6. Helpful and Relevant Reviews

Reviews should focus on information that may help another traveller understand the retreat experience.

You may comment on matters such as:

• the accuracy of the retreat description;
• accommodation and cleanliness;
• food and dietary arrangements;
• programme organisation;
• treatments and activities;
• staff service and communication;
• facilities and surroundings;
• accessibility;
• arrival and departure arrangements; and
• your overall experience.

Try to provide specific and balanced information rather than only stating that a retreat was “good” or “bad”.

7. Respectful Communication

Reviews may include criticism, but the criticism must be expressed respectfully.

Content submitted directly to PickRetreats must not include:

• abusive, insulting or threatening language;
• harassment or intimidation;
• hate speech or discriminatory statements;
• personal attacks unrelated to the service received;
• obscene or sexually explicit material;
• violent or seriously disturbing material;
• content that encourages illegal activity; or
• content intended to deliberately harm another person.

8. Privacy of Other People

Do not publish private or identifying information about another person without their permission.

This includes:

• telephone numbers;
• email addresses;
• home addresses;
• passport or identification details;
• financial information;
• medical or health information;
• private conversations;
• booking references;
• vehicle registration numbers; or
• other confidential information.

Reviews should normally refer to staff members by their role or first name rather than publishing unnecessary personal details.

9. Health and Medical Information

You may describe your own experience, but you should avoid publishing detailed medical records, prescriptions, test results or other sensitive health information.

You must not disclose the health or medical information of another guest, practitioner or staff member.

Reviews and testimonials must not claim that a retreat, therapy, medicine or practitioner is guaranteed to prevent, diagnose, treat or cure a disease.

Personal experiences should not be presented as medical advice or as a guaranteed result for other travellers.

10. Photographs and Videos

You may submit photographs or videos that you personally created or that you have permission to share.

Before submitting visual content, please ensure that:

• you own the photograph or video or have the owner’s permission;
• people who are clearly identifiable have agreed to be photographed or recorded;
• the content does not show private treatment sessions without permission;
• the content does not reveal confidential or medical information;
• the content does not include identifiable children;
• the content does not show unsafe or unlawful behaviour;
• the content does not infringe copyright, trademark or other rights; and
• the content accurately represents the retreat experience.

PickRetreats may crop, resize, compress or make minor formatting adjustments to photographs and videos without materially changing their meaning.

Photographs and videos obtained from an external platform remain subject to the terms and attribution requirements of that platform.

11. Intellectual Property

You retain ownership of original content created by you.

By submitting Content directly to PickRetreats, you grant CocoRoutes Hospitality Private Limited a non-exclusive, worldwide, royalty-free, transferable and sublicensable licence to:

• store and host the Content;
• review and moderate the Content;
• publish and display the Content;
• reproduce and distribute the Content;
• translate the Content;
• edit it for spelling, formatting, length or clarity;
• use it on the PickRetreats website and social-media channels;
• use it in emails, advertisements and marketing materials; and
• use it to promote PickRetreats or the relevant retreat.

This licence applies only to Content submitted directly to PickRetreats and does not transfer ownership of the original Content.

Third-party review content is used only according to the licence, API, widget or permission provided by the relevant source platform.

12. Content Belonging to Other People

You must not submit photographs, videos, writing, music, logos or other content belonging to another person unless you have permission to use it.

Giving credit to the original creator does not by itself provide permission to copy or publish their content.

Content that appears to infringe copyright, trademark, privacy or other rights may be removed.

13. Incentivised Reviews

A review may be submitted after receiving a discount, complimentary service, gift or another benefit only when the benefit is clearly disclosed.

Such a review may display an “Incentivised Review” label or a similar disclosure.

Retreat providers, employees, owners, agencies and other persons connected with a retreat must disclose their relationship when submitting content.

A benefit must not be offered on the condition that a customer:

• provides a positive rating;
• writes only favourable comments;
• changes an honest negative review;
• removes a genuine complaint; or
• refrains from reporting a safety concern.

External reviews remain subject to the source platform’s rules concerning incentives and conflicts of interest.

14. Advertising and Promotional Content

User-submitted Content must not contain:

• unsolicited advertisements;
• affiliate links;
• promotional discount codes;
• requests for direct payment;
• links intended to improperly divert customers from PickRetreats;
• repeated commercial messages;
• spam; or
• content promoting unrelated products or services.

Retreat providers may respond to reviews but must not use review responses primarily as advertisements.

15. Artificially Generated or Altered Content

Reviews submitted directly to PickRetreats should be written by the person who had the experience.

Artificial intelligence may be used to assist with spelling, grammar or translation, provided that the review continues to reflect the reviewer’s genuine personal experience.

Content must not use artificial intelligence or editing tools to:

• create a false retreat experience;
• invent treatments, facilities or events;
• impersonate another person;
• fabricate a photograph or video presented as genuine;
• materially alter the appearance of a retreat in a misleading way; or
• create deceptive testimonials.

PickRetreats may label, restrict or remove materially altered or artificially generated content that could mislead travellers.

External reviews are also subject to the relevant source platform’s rules regarding artificial intelligence and altered content.

16. Content Review and Moderation

PickRetreats may review Content submitted directly to PickRetreats before or after it is published.

We may verify matters such as:

• whether the reviewer made a booking or enquiry;
• whether the reviewer attended the retreat;
• whether the Content relates to the correct retreat;
• whether duplicate reviews have been submitted;
• whether the Content may be fraudulent or misleading; and
• whether the Content complies with these Guidelines.

PickRetreats is not required to publish every review or item of Content submitted directly to the Platform.

Reviews obtained from an external platform may have already been moderated by that platform, but PickRetreats may separately decide whether to display them on PickRetreats.

17. Editing Reviews

PickRetreats may make limited edits to reviews submitted directly to PickRetreats for:

• spelling and grammar;
• formatting and readability;
• removal of personal information;
• removal of unrelated promotional material;
• translation; or
• compliance with these Guidelines.

We will not intentionally alter the overall meaning or opinion expressed in a genuine review.

PickRetreats will not modify third-party review content where modification is prohibited by the source platform.

18. Reasons Content May Be Rejected or Removed

PickRetreats may reject, hide, restrict or remove Content from PickRetreats where it:

• is false, misleading or fraudulent;
• does not relate to a genuine customer experience;
• contains abusive, threatening or discriminatory language;
• violates another person’s privacy;
• contains confidential or sensitive information;
• infringes intellectual-property rights;
• contains spam, advertising or unrelated links;
• includes malware or harmful code;
• contains unlawful content;
• creates a health or safety risk;
• is duplicated across multiple listings;
• is submitted in exchange for an undisclosed benefit;
• misrepresents artificially created content as genuine;
• has been removed or restricted by its original source platform;
• cannot be displayed in compliance with the source platform’s terms; or
• otherwise violates these Guidelines or the PickRetreats Terms of Use.

19. Reviews Under Investigation

PickRetreats may temporarily hide or restrict a review while investigating a complaint about its accuracy, legality, authenticity or compliance with these Guidelines.

We may ask the reviewer or retreat provider for supporting information.

Failure to provide requested information may result in the review remaining unpublished or being removed from PickRetreats.

Where the review originated from another platform, PickRetreats may also refer the matter to or direct the complainant to the source platform.

20. Retreat Provider Responses

Retreat providers may be permitted to respond to customer reviews.

Provider responses must:

• be respectful and professional;
• address the customer’s experience;
• avoid disclosing private booking or health information;
• avoid threats or pressure to remove a review;
• avoid personal attacks;
• avoid misleading medical or wellness claims; and
• comply with these Guidelines.

PickRetreats may moderate or remove provider responses that do not comply.

Responses to reviews on an external platform must also comply with that platform’s rules.

21. Disputes About Reviews

PickRetreats does not automatically remove a review only because a retreat provider disagrees with it.

Where a review reflects the customer’s genuine opinion and complies with these Guidelines, it may remain published even when the provider disputes the customer’s interpretation.

PickRetreats may remove or restrict content where reliable information shows that it is false, unlawful, fraudulent or otherwise in breach of these Guidelines.

For an external review, the source platform may apply its own process and make the final decision about whether the original review remains published on that platform.

22. Reporting Content

A customer, retreat provider, staff member or other affected person may report Content that they believe:

• is false or fraudulent;
• violates privacy;
• infringes copyright or another legal right;
• contains abuse, threats or harassment;
• contains unlawful material;
• creates a safety concern; or
• violates these Guidelines.

Reports should be sent to: info@pickretreats.com

The report should include:

• the name and contact details of the person reporting the Content;
• a link or clear description of the Content;
• the source platform, where applicable;
• the reason for the complaint;
• supporting documents or evidence, where available; and
• the action requested.

Where the reported Content comes from an external platform, the complainant may also need to use that platform’s reporting process.

23. Requests to Remove Submitted Content

A customer may request removal of Content they submitted directly to PickRetreats by contacting info@pickretreats.com.

The request should identify the Content and provide sufficient information to verify that the request is being made by the person who submitted it.

Removal from the PickRetreats website may not immediately remove copies already published in printed materials, archived records, third-party search results or previously distributed marketing materials.

PickRetreats cannot remove an external review from its original platform. Such a request must ordinarily be submitted to the platform on which the review was originally posted.

24. Consequences of Misuse

PickRetreats may restrict or suspend a user’s ability to submit Content where the user:

• repeatedly submits false or fraudulent reviews;
• attempts to manipulate ratings;
• harasses customers, providers or staff;
• repeatedly infringes another person’s rights; or
• seriously or repeatedly violates these Guidelines.

PickRetreats may also take other reasonable action where required to protect users, retreat providers, the Platform or applicable legal rights.

25. Responsibility for Review Content

Reviews and other user-submitted Content reflect the opinions and experiences of the individuals who submitted them.

Reviews obtained from external platforms reflect the opinions of users of those platforms.

Reviews do not necessarily represent the views of PickRetreats.

PickRetreats does not guarantee that every opinion, statement or claim made in a review is complete or accurate.

Travellers should review the complete retreat information and make their own assessment before booking.

26. Third-Party Names, Logos and Trademarks

Google Maps, Tripadvisor and the names, logos and trademarks of other review platforms belong to their respective owners.

PickRetreats may display these names, logos or attribution materials only as permitted by the relevant platform or applicable law.

The display of third-party review content does not imply sponsorship, partnership, approval or endorsement of PickRetreats by the relevant platform.

27. Privacy and Data Use

Information collected when you submit Content directly to PickRetreats will be handled in accordance with the PickRetreats Privacy Policy.

PickRetreats may display your first name, general location, travel date, verified-booking status or other limited profile information alongside a review.

Your full contact details will not ordinarily be displayed publicly.

External reviewer information will be displayed only to the extent supplied and permitted by the relevant source platform.

28. Changes to These Guidelines

PickRetreats may update these Guidelines to reflect changes in:

• review and content features;
• verification badges;
• external review integrations;
• moderation practices;
• technology;
• third-party platform requirements;
• business operations; or
• applicable legal requirements.

The updated Guidelines will be published on the PickRetreats website with a revised “Last Updated” date.

29. Contact and Grievances

Questions, complaints or reports relating to reviews, verification badges and user-submitted or external Content may be sent to:

Director, CocoRoutes
Grievance Officer – PickRetreats
CocoRoutes Hospitality Private Limited
Second Floor, Iris Plaza
Millennium Nagar
Edappally P.O.
Kochi, Ernakulam
Kerala – 682024
India

Email: info@pickretreats.com

Telephone: +91 9895 22 07 09

Website: www.pickretreats.com