It’s important to have trust in the reviews you read. That’s why Booking.com goes the extra mile to make sure the feedback you see is genuine, helpful, and accurate. We want you to have a great experience, whether you’re booking a hotel, a hostel, or a vacation rental!
Understanding Your Reviews
Each review score on Booking.com is on a scale of 1 to 10. To get the overall score for a property, we add up all the scores and then divide by the number of reviews received. We’re always looking for ways to improve, so we’re testing a new weighted review system in a few locations like Malta, Iceland, Australia, Greece, Brazil, and North Carolina. This means newer reviews will have a bigger impact on the overall score, giving you the latest and most up-to-date information.
You can also find specific subscores for things like location, cleanliness, staff, comfort, facilities, value for money, and free Wi-Fi. This helps you get a well-rounded picture of what to expect.
Keeping Reviews Honest and Relevant
We don’t want fake reviews to ruin your experience. That’s why we have a team of people and automated systems who work hard to detect and remove fake reviews. If we spot a suspicious review, we’ll take action against the person responsible. We also encourage you to report any suspicious activity to our customer service team so our Fraud team can investigate.
To make sure reviews are relevant and up-to-date, we may only accept reviews submitted within three months of your stay and we may stop showing reviews after 36 months or if there’s a change of ownership.
Making Reviews Easy to Find and Understand
When you see multiple reviews, the most recent ones will be at the top. We also take into account the language, whether there’s text in the review, and if the review is anonymous. You can also sort and filter reviews by time of year, review score, and more.
We sometimes show external reviews from other reputable travel websites, but we’ll always clearly state when we’re doing so.
Our Review Guidelines
We have a set of guidelines to ensure the content on Booking.com is relevant, family-friendly, and doesn’t limit strong opinions. We want you to feel comfortable reading about your potential accommodations!
Here are the most important guidelines:
- Keep it travel-related: Share your experiences, but please don’t include personal opinions or political, ethical, or religious commentary.
- Be respectful: Please avoid offensive language, discriminatory remarks, threats, or any type of hate speech.
- Be genuine and original: Your reviews should be your own honest experiences. Don’t try to influence the reviews for a property or retaliate against competitors.
- Protect privacy: We’ll do our best to hide personal information like email addresses and phone numbers in reviews.
Booking.com’s Role in Reviews
Booking.com is a distributor of reviews, but we don’t publish or edit them. We rely on our users to be honest and respectful. We do not accept responsibility for the content of reviews or responses to them.
Our review system is designed to be transparent and helpful. We’re always looking for ways to improve, so if you have any feedback, please let us know. We’re here to help you find the perfect place to stay!
