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EUSurvey
Principles and recommendations for Good Practice in online consumer reviews and ratings

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Disclaimer
The European Commission is not responsible for the content of questionnaires created using the EUSurvey service - it remains the sole responsibility of the form creator and manager. The use of EUSurvey service does not imply a recommendation or endorsement, by the European Commission, of the views expressed within them.
Introduction
This consultation aims to gather stakeholders’ feedback on the Principles and recommendations for Good Practice in online consumer reviews and ratings (hereafter ‘the Principles’). The Principles have been produced based on the work of the Multi-stakeholder platform on quality of tourism accommodation in the framework of a study commissioned by the European Commission, DG GROW.

The Principles are for providers of online marketplaces offering bookings, comparison shopping services, online meta search engine, reviews and ratings for all types of accommodation situated in the European Union (hereafter ‘providers’). They should be seen as guidance to providers on best practices. They should however not be seen as legal guidance.

The Principles complement existing legislative requirements, namely:
  • Directive on unfair commercial practices 2005/29/EC (UCPD), as amended by Directive (EU) 2019/2161 on better enforcement and modernisation of Union consumer protection rules;
  • Regulation (EU) 2019/1150 of the European Parliament and of the Council of 20 June 2019 on promoting fairness and transparency for business users of online intermediation services

The Principles propose content to enable specific commitments (possibly as options with their pros and cons) that the industry should undertake to improve consumers’ experiences with reviews and ratings. The final Principles will be used in the future work of the Commission with the industry.

We welcome your feedback on the Principles - accessible in the 'Background Documents' tab on the right of the screen. Please fill-in the following questionnaire to submit your feedback.

In case of any questions or should you need any support, please contact the Multi-stakeholder platform support at multistakeholderplatform@vva.it. 
Questions
First name
Last name
* Name of the organisation
* Type of stakeholder
Provider of online marketplace offering bookings, comparison shopping services, online meta search engine, reviews and ratings (e.g. Booking.com; Expedia; TripAdvisor; Google; Airbnb…)
Independent hotel
Hotel chain
Other type of accommodation provider (e.g. hostel, B&B…)
Organisation representing the tourism accommodation industry
Organisation representing online marketplaces
Organisation representing consumers Destination Marketing Organisation (DMO)
National tourism organisation
Public authority
Academia
Independent expert
Other
If other, please specify
Content
1. Do the proposed Principles contribute to enhancing the transparency, reliability and comparability of online consumer reviews and ratings?
1000 character(s) maximum

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2. Do the proposed Principles add value for consumers?
1000 character(s) maximum

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3. Do the proposed Principles generate benefits that outweigh the costs of implementation by the industry? Please explain and specify which stakeholder type bears the costs incurred (provider of online marketplaces, accommodation provider, etc.)
1000 character(s) maximum

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4. Is the guidance effective in supporting the implementation the Principles? If not, how could it be revised and improved? What other guidance would you recommend?
1000 character(s) maximum

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5. Do the proposed Principles leave sufficient flexibility for the development of new ways to present online consumer reviews and ratings? For example, methods that could be developed by providers of online marketplaces to enable a better consumer experience in the future?
1000 character(s) maximum

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Format
6. Where should the Principles be made available to be most visible (European Commission website, providers of online marketplaces’ websites, other)?
1000 character(s) maximum

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Implementation and monitoring
7. What main barriers do you foresee for the potential further development of the Principles into a possible Code of Conduct?
1000 character(s) maximum

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8. How often should the Principles be reviewed? Does the 3-year review cycle appear realistic?
1000 character(s) maximum

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9. Do you see opportunities for peer review and monitoring of the implementation of the Principles? If yes, in which form?
1000 character(s) maximum

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10. Please share any other feedback you would like to give on the Principles.
1000 character(s) maximum

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EUSurvey is supported by the European Commission's ISA² programme, which promotes interoperability solutions for European public administrations.
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