Booking.com understands the importance of honest and reliable feedback. We strive to make sure that the reviews you see on our platform are trustworthy and helpful.
We use a simple average system to calculate the overall review score. We add up all the individual scores given by guests and divide that sum by the total number of reviews.
In certain regions, like Malta, Iceland, Australia, Greece, Brazil, and North Carolina, we are currently testing a weighted review system. This system gives more weight to recent reviews, making the overall score more reflective of the current guest experience.
Diving Deeper: Subscores and Their Impact
Guests can provide detailed feedback by assigning scores to specific areas, like location, cleanliness, staff, comfort, facilities, value for money, and free Wi-Fi. These subscores offer a richer understanding of the accommodation’s strengths and weaknesses.
Importantly, subscores and overall scores are independent; guests submit them separately. This means that the overall score is not directly influenced by the individual subscores.
Your Voice Matters: Sharing Your Experiences
We welcome reviews from guests who have stayed at the property or visited it but did not stay. You can also edit existing reviews by contacting our Customer Service team.
Keeping Reviews Honest: Fighting Fake Reviews
Booking.com is committed to maintaining the integrity of our review system. We employ dedicated teams and automated systems to identify and remove fake reviews.
Anyone who discovers suspicious reviews can report them to our Customer Service team, allowing our Fraud team to investigate.
Review Guidelines: Ensuring Quality and Fairness
To make sure reviews are relevant and helpful for other travelers, we have established clear guidelines. We do not display reviews that contain:
- Impersonation: Reviews claiming to be from someone other than the actual author.
- Violations of our review guidelines: Reviews that do not adhere to our established rules.
We may also limit the visibility of reviews based on time of submission and changes in ownership.
Accommodation Responses: Direct Engagement
Accommodation providers have the opportunity to respond to reviews, engaging directly with guests and providing additional context or clarification.
Navigating Reviews: Finding What Matters to You
When you see multiple reviews, they are sorted chronologically with the newest at the top. We also consider factors like review language and content to ensure the most relevant reviews are displayed first.
You can further refine your search by filtering and sorting reviews based on time of year, review score, or other criteria.
Expanding the View: External Review Scores
We sometimes include external review scores from other reputable travel websites. We always make it clear when we are displaying these scores.
Our Commitment: Balance Between Openness and Fairness
These guidelines and standards are designed to maintain a balanced approach between open expression and family-friendly content. They apply to both positive and negative reviews.
Contributing Meaningfully: What to Include and What to Avoid
Your contributions should be travel-related and informative. Share details that will help other travelers make informed decisions.
Refrain from including:
- Personal, political, ethical, or religious commentary
- Promotional content
- Issues concerning Booking.com services
Respectful Communication: A Global Community
Remember that your reviews are shared with a global audience. Therefore, it is important to be respectful and inclusive.
Avoid:
- Profanity or attempts to disguise profanity
- Hate speech, discriminatory remarks, threats, sexually explicit content, violence, and promotion of illegal activity
Authenticity and Originality: Your Unique Perspective
All content should be genuine and unique. Reviews are most valuable when they are original and unbiased.
Do not:
- Post on behalf of guests
- Offer incentives in exchange for reviews
- Submit negative reviews to unfairly harm competitors
Protecting Privacy: Respecting Individuals
Booking.com strives to protect the privacy of individuals by obscuring sensitive information such as email addresses, phone numbers, website addresses, and social media accounts.
Disclaimer: Our Role and Responsibility
The opinions expressed in reviews are those of the Booking.com customers and properties, not Booking.com. We do not accept responsibility for the content of reviews or responses. Booking.com acts as a distributor, not a publisher, of this content.
Sorting Reviews: Prioritizing Relevance
Reviews are sorted by date and additional criteria to display the most relevant reviews, including language, text content, and non-anonymous reviews. You can also sort reviews by traveler type, score, and other criteria.
Translations: Powered by Google
This service may include translations powered by Google. Google disclaims all warranties related to translations, including warranties of accuracy, reliability, merchantability, fitness for a particular purpose, and non-infringement.
