Booking.com strives to provide you with the most accurate and helpful information possible. This includes ensuring that review scores accurately reflect the experiences of our guests. We use a simple yet effective method to calculate overall review scores.
Each review is assigned a score between 1 and 10. We then add up all the review scores we’ve received and divide by the total number of reviews. This gives us the overall score you see displayed for each property.
We’re currently testing a weighted review system in several countries, including Malta, Iceland, Australia, Greece, Brazil, and North Carolina. In these regions, more recent reviews have a greater impact on the overall review score.
To provide even more comprehensive feedback, guests can also give separate scores for specific aspects of their stay, such as location, cleanliness, staff, comfort, facilities, value for money, and free Wi-Fi. These subscores are submitted independently of the overall review score.
Your Reviews Matter
Want to share your own experience? You can submit a review if you’ve stayed at a property you booked through our platform, or even if you arrived but didn’t stay.
Need to edit a review you’ve already submitted? No problem! Just reach out to our Customer Service team for assistance.
We take the integrity of our reviews seriously. We have dedicated teams and automated systems that work tirelessly to detect and remove fake reviews. If we find any fraudulent activity, we will take appropriate action against those responsible.
Think you’ve spotted a suspicious review? Feel free to report it to our Customer Service team so our Fraud team can investigate further.
Keeping Reviews Relevant and Trustworthy
We aim to publish every review we receive, regardless of whether it’s positive or negative. However, we won’t display any reviews that contain or refer to:
- Impersonation (e.g., someone claiming to be someone else)
- Violations of our review guidelines
To ensure the relevance of our reviews:
- We may only accept reviews submitted within 3 months of check-out.
- We may stop showing reviews after 36 months or if the property has a change of ownership.
Accommodation partners can choose to respond to reviews. This gives them the opportunity to address any concerns and provide further context.
Navigating Reviews: Your Options
When you see multiple reviews, the most recent ones will appear at the top. We may also prioritize reviews based on language, whether they include text or just a rating, and whether they are anonymous or not.
You have the flexibility to sort and filter reviews by time of year, review score, and other criteria.
We may also display external review scores from other reputable travel websites, clearly indicating their source.
Review Guidelines: Ensuring a Safe and Friendly Environment
These guidelines aim to keep the content on Booking.com relevant and family-friendly while allowing for honest and diverse opinions.
Here are some key points to keep in mind:
- Contributions should be travel-related. Focus on your experience and how it might help other travelers.
- Avoid personal, political, ethical, or religious commentary.
- Don’t include promotional content. Issues with Booking.com’s services should be directed to our Customer Service or Accommodation Service teams.
- Be respectful of a global audience. Avoid using profanity or discriminatory language.
- Keep it real and original. Your review should be your own genuine experience.
- Respect the privacy of others. We will work to obscure personal information such as email addresses and phone numbers.
Remember, the opinions expressed in reviews belong to the guests and properties, not Booking.com. We do not accept responsibility for any reviews or responses.
Sorting and Translations
Reviews are sorted by date of submission and other factors to display the most relevant results. These factors include your language, reviews with text, and non-anonymous reviews. You can also sort by traveler type, review score, or other criteria.
Some parts of our website may contain translations powered by Google. Please note that Google disclaims all warranties related to these translations, including warranties of accuracy and reliability.
