Social Media Moderation Policy

Community guidelines (public)

We use our Facebook and Instagram pages to share what is on at our venue, to share our food, drinks and courtyard, and talk with our community. We welcome comments, questions and honest feedback, and we expect everyone to keep the conversation respectful, safe and lawful.

Rules of engagement

Be respectful. You can criticise our food, drinks, service or decisions, but not the people who work here or who comment alongside you.
Stay on topic. Comments should relate to the post or to the Norfolk Hotel
Keep it honest. Do not post claims you know to be false, and do not impersonate another person or business.
Protect privacy. Do not post the names, photos or personal details of staff or other patrons without consent.
Drink responsibly. We remove comments and tagged content that encourage rapid or excessive drinking, drink driving or intoxication as something to aim for.
Remember who is watching. Our pages are public, and people under 18 can see them.

What we will remove

We remove comments, posts, tags and messages that contain:

Hate speech, meaning content that attacks, demeans or incites hatred or violence against a person or group because of race, ethnicity, nationality, religion, gender, sexual orientation, disability, age or any other personal characteristic.
Threats, harassment, bullying or abuse aimed at anyone, including our staff.
Defamatory statements or unverified allegations about a named person or business.
Content that encourages excessive drinking, drink driving or underage drinking, including images of people who are visibly intoxicated or of minors with alcohol.
Sexually explicit, violent or graphic material.
Spam, scams, unauthorised advertising or links to unsafe websites.
Personal information about others, including photos taken without consent.
Content that is unlawful or that encourages unlawful conduct.

How we moderate

Our team reviews comments, tags and messages. We do not see every comment immediately, and we do not review content outside those times. We decide each case on its merits, and we do not remove a comment only because it criticises us.

Repeated or serious breaches

We hide or delete a comment on a first breach. We may warn the person, then restrict or block them if the behaviour continues. We block immediately, and may report the account to the platform or to the police, where content involves threats, hate speech, harassment or illegal material.

Complaints and safety concerns

Social media is not the best place to resolve an individual matter. For a complaint about food, service or accommodation, please email [venue email] or call [venue phone], and [role] will look into it properly. If you have a safety concern about something that happened at our venue, please contact us directly. If a crime is involved, please contact the police. We take every report seriously and do not debate it in the comments.

If you think we have made a mistake

If we removed your comment or blocked you and you believe we got it wrong, email [venue email] with the details. We will review it and reply within [number] business days.