FattoreOnline reviews: what changed with the 2026 law (and how to reply)
Updated 12 October 2026
Applies in Italy: the rules in this article are for agriturismi, B&Bs, campsites and other holiday accommodation in Italy.
In short. Italy's annual SME law (law 34/2026), in force since 7 April 2026, set rules for reviews of accommodation, restaurants and tourist attractions: they must be posted within 30 days of the stay, the writer must actually have used the service, and buying or selling reviews is banned. The host can ask the platform to remove non-compliant ones.
An unfair review stings more than ten fair ones. Now there's a law giving a few more tools to those who do good work. Let's see what it says and, above all, how to reply when the awkward one lands.
What changes with law 34/2026
- Within 30 days: the review must be posted within thirty days of using the service.
- Proof of use: the writer must actually have used the service. A receipt or invoice creates a presumption of authenticity.
- No buying or selling: buying, selling or swapping reviews and ratings is banned, including offering discounts in exchange.
- After two years a review is no longer considered current for the business's rating, and the host can ask to remove it.
What you can do as a host
The legal representative of the property, or a delegate, can report non-compliant reviews to the platform using the procedures of the EU Digital Services Act (DSA). The report needs the review reference, the reason for non-compliance and your details.
The penalties
| Breach | Penalty |
|---|---|
| Review lacking the legal requirements | €500 to €5,000 |
| Buying or selling reviews | €5,000 to €50,000 |
They're enforced by the competition authority (AGCM) and apply to reviews posted from 7 April 2026.
How to reply, in practice
- Always reply, even to the negative ones. Readers watch how you reply more than the single star.
- Calm tone, never defensive. Thank, acknowledge the point, explain what you did or will do.
- No guest data. Don't confirm stays or personal details: it's a privacy matter.
- Report only the non-compliant, not the review you simply don't like.
Where does Fattore come in?
Fattore doesn't manage reviews. But most negative reviews come from small things you can avoid: the wrong bill, the room not ready, the reply that never comes. Keeping bills, cleaning and messages in order is the most concrete way to have fewer awkward reviews to handle. See the modules.
Frequently asked questions
Can I have a fake review removed?
You can report it to the platform as non-compliant, via the DSA procedures, explaining why. The platform decides on removal.
Does it apply to old reviews?
No. The rules apply to reviews posted from 7 April 2026 onwards.
Can I offer a discount for a good review?
No. Offering advantages in exchange for a positive rating is among the banned practices.
Want fewer reasons to get an awkward review? Try the live demo: a sample agriturismo with real-looking data, so you can click through rooms, bills and guest registrations without signing up. Prefer a guided tour? Book a 30-minute call.
This is a practical guide and doesn't replace legal advice.
Sources
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