Have you ever wondered how Booking.com calculates its overall review scores? It’s a simple process, actually! We take all the review scores submitted by guests, add them up, and then divide that total by the number of reviews. This gives us the overall score you see displayed.
But wait, there’s more! We’re currently experimenting with a new system that gives more weight to recent reviews in Malta and Iceland. This means that reviews posted closer to the date of the stay have a larger impact on the overall score. We’re always looking for ways to make our scores even more accurate and reflect the latest experiences.
Beyond the Overall Score
In addition to the overall score, guests can also provide separate ratings for different aspects of their stay, like location, cleanliness, staff, comfort, facilities, value for money, and free Wi-Fi. These are called “subscores” and they help give you a more detailed picture of what to expect at a particular property. Keep in mind that guests submit their subscores and their overall scores independently, so there’s no direct connection between them.
Reviewing Your Stay
You can leave a review for a property you booked through Booking.com if you stayed there or if you arrived but didn’t actually stay. If you need to make changes to a review you’ve already submitted, just reach out to our Customer Service team.
Keeping Reviews Real
We take review integrity very seriously. We use both human and automated systems to detect and remove fake reviews. If we find one, we’ll delete it and take appropriate action against the person responsible. We also encourage everyone to report any suspicious reviews they see to our Customer Service team, so our Fraud team can investigate.
What We Won’t Show You
We strive to publish all reviews, both good and bad. However, we won’t display any review that contains:
- Impersonation (pretending to be someone else)
- Violation of our review guidelines
We also have some rules about when reviews can be submitted and displayed. We might only accept reviews submitted within 3 months of checkout, and we might stop showing reviews after 36 months or if there’s a change of ownership.
More Details About Reviews
Here are some other important points to remember about Booking.com reviews:
- Properties can reply to reviews.
- The most recent reviews appear first, but we also consider other factors like the language of the review and whether it contains text or just a rating.
- You can sort and filter reviews by different criteria like time of year, review score, etc.
- We sometimes show external reviews from other travel websites and make it clear when we’ve done this.
Our Review Guidelines
We have a set of guidelines and standards to make sure reviews are relevant, family-friendly, and don’t limit the expression of strong opinions. These guidelines apply regardless of whether the review is positive or negative. Here’s a summary:
Travel-Related Content
All contributions should be about travel. Tell us about your experiences and give others the information they need to make good decisions. Please avoid personal, political, ethical, or religious comments. Promotional content will be removed, and issues related to Booking.com services should be directed to our Customer Service or Accommodation Service teams.
Global Audience
Remember that people from all over the world read Booking.com reviews, so please be respectful. Avoid using offensive language or attempting to disguise it with creative spelling. Comments and media that include hate speech, discriminatory remarks, threats, sexually explicit content, violence, or promotion of illegal activity are not allowed.
Authenticity and Originality
All content must be genuine and unique to the guest. Reviews are most helpful when they are original and unbiased. Don’t try to submit reviews on behalf of other guests or offer incentives in exchange for reviews. Attempts to damage a competitor’s rating by submitting a negative review will not be tolerated.
Privacy
We respect the privacy of our users. Booking.com will make an effort to hide email addresses, phone numbers, website addresses, social media accounts, and similar details.
Disclaimers
The opinions expressed in reviews are those of Booking.com customers and properties, not of Booking.com. Booking.com does not accept responsibility for any reviews or responses. Booking.com is a distributor, not a publisher, of these comments and responses.
Review Sorting
By default, reviews are sorted by date, but we also consider other factors like your language, reviews with text, and non-anonymous reviews. You can also sort by type of traveler, score, and other criteria.
Translation Disclaimer
This service may contain translations powered by Google. Google disclaims all warranties related to the translations, express or implied, including any warranties of accuracy, reliability, and any implied warranties of merchantability, fitness for a particular purpose, and non-infringement.
