Booking.com strives to provide a trustworthy and reliable platform for travelers to find their perfect accommodations. We take pride in our review system, which is designed to be fair and accurate.
Understanding Review Scores
Each review on Booking.com receives a score from 1 to 10. To determine the overall score for a property, we sum up all the review scores and divide by the total number of reviews. Currently, we’re experimenting with a weighted review system in specific countries, such as Malta, Iceland, and Australia. This system gives more weight to recent reviews, reflecting the most up-to-date experiences.
To provide a comprehensive overview, guests can also provide separate scores for specific aspects of their stay, such as location, cleanliness, staff, comfort, facilities, value for money, and free Wi-Fi. It’s important to note that these subscores are completely independent of the overall review score, allowing guests to express their detailed opinions.
Protecting the Integrity of Reviews
Booking.com is committed to eliminating fake reviews. We have dedicated teams and automated systems to identify and remove any fraudulent content. We also encourage users to report suspicious reviews, which are then thoroughly investigated by our dedicated fraud team.
Ensuring Quality and Relevance
We believe in the value of all reviews, both positive and negative, as they offer valuable insights for future travelers. However, we reserve the right to remove certain reviews that violate our guidelines, including those containing personal attacks, inappropriate language, or attempts to impersonate others.
To ensure reviews remain relevant, we may only accept reviews submitted within 3 months of the guest’s stay, and we may stop displaying reviews after 36 months, or if the property undergoes a change of ownership.
Enhancing User Experience
To make navigation easier, we display recent reviews first, prioritizing the most up-to-date experiences. We also offer various sorting and filtering options to help travelers find the reviews that matter most to them, based on time of year, review score, or other criteria.
Transparency and Partnerships
In some cases, we may display external review scores from other reputable travel websites. We are transparent about this practice, ensuring travelers understand the source of the information.
Guidelines and Standards
Our review guidelines are designed to maintain a high standard of quality and relevance while ensuring a safe and inclusive environment for all users. We encourage honest and insightful reviews that help others make informed decisions.
Respectful Communication: We expect all contributions to be appropriate for a global audience, free from hate speech, discriminatory remarks, profanity, or threats.
Authenticity: We value original and unbiased reviews. Guests should provide their own experiences, not submit reviews on behalf of others or offer incentives in exchange for positive reviews.
Privacy Protection: We take steps to protect the privacy of individuals by obscuring personal information such as email addresses and phone numbers.
Disclaimer: Booking.com is a distributor of reviews, but we do not endorse or vouch for the content. The opinions expressed in reviews belong to the customers and property partners, not Booking.com.
We are committed to providing a platform for authentic and helpful travel reviews, fostering a trustworthy and enjoyable experience for all users.
