Booking.com uses a straightforward system to calculate review scores for properties. We gather all the reviews we receive and average them together. This gives you a comprehensive view of the property’s overall rating.
We’re always trying to improve, and we’re currently testing a new system in Malta and Iceland (excluding hotel and vacation rental chains). This system gives more weight to recent reviews, so you can see the most up-to-date feedback.
It’s important to note that we also allow guests to provide separate scores for specific areas like location, cleanliness, and staff. This gives you a more detailed understanding of what to expect. Remember, guests provide these subscores independently from their overall scores, so there’s no direct connection between them.
Submitting & Editing Reviews
You can easily share your experience by leaving a review for any property you’ve booked through Booking.com, even if you didn’t actually stay there.
If you need to edit a review you’ve already submitted, just contact our Customer Service team, and we’ll be happy to help.
Keeping Reviews Honest & Reliable
We understand how important it is to have trustworthy reviews. That’s why we have a team dedicated to identifying and removing fake reviews. We use both human expertise and automated systems to detect and remove any suspicious activity.
If you spot something that doesn’t look right, please report it to our Customer Service team so our Fraud team can investigate.
What Reviews We Show (And Don’t Show)
We strive to show all reviews, whether positive or negative. However, we do have some rules to ensure the content remains relevant and family-friendly.
We won’t show reviews that:
- Impersonate others (pretending to be someone else)
- Violate our review guidelines.
Review Filtering & Sorting
To make sure reviews are timely and helpful, we may only accept reviews submitted within 3 months of checkout. We may also stop displaying reviews after 36 months, or if the property has a change in ownership.
Properties are welcome to respond to reviews, allowing them to provide context or address any concerns.
When you see multiple reviews, the most recent ones appear at the top. Other factors like language, the presence of comments, and anonymity can also affect the order. You can also sort and filter reviews by time of year, score, or other criteria.
We sometimes show external review scores from other popular travel websites. We always make it clear when we’ve done this.
Review Guidelines & Standards
These guidelines help us maintain high-quality content that’s appropriate for a global audience.
- Stay travel-related: Focus on your travel experience.
- Be helpful: Share details and insights that help others make informed decisions.
- Avoid personal opinions: Keep it about your travel experience, not personal opinions.
- Be respectful: Use appropriate language and avoid offensive content.
- Be honest and original: Share your unique experience, don’t post on behalf of others or offer incentives for reviews.
- Respect privacy: Avoid including personal details like email addresses, phone numbers, or social media handles.
Booking.com’s Role in Reviews
Booking.com is a distributor of reviews, not a publisher. We do not verify the accuracy of reviews and are not responsible for their content.
The opinions expressed in reviews are solely those of Booking.com customers and properties.
Review Sorting and Translations
By default, reviews are sorted by date and other factors like language, text length, and anonymity.
This service may contain translations powered by Google. Google disclaims all warranties related to the translations.
