This article will guide you through the fascinating world of Booking.com reviews, explaining how they are calculated, what they mean, and how they are kept accurate and reliable.
Understanding Your Scores
We love to hear your thoughts on the places you stay! Each review score is a precious data point, ranging from 1 to 10, helping fellow travelers make informed decisions. To get the overall score you see on a property, we simply add up all the reviews received and divide that number by the total number of reviews.
We’re always working to improve our system. In certain regions like Malta, Iceland, Australia, Greece, Brazil, and North Carolina, we’re testing a weighted review system that gives more weight to recent reviews, reflecting the latest experiences.
On top of the overall score, you can also see subscores for specific areas, like location, cleanliness, staff, comfort, facilities, value for money, and free Wi-Fi. It’s important to remember that guests submit these subscores independently of their overall score, so there’s no direct connection between the two.
Your Valuable Feedback: Contributing to a Better Booking Experience
We encourage you to share your experiences! You can review a property you booked through our platform, even if you didn’t actually stay there. If you need to edit a review you’ve already submitted, please contact our helpful Customer Service team.
Combating Fake Reviews: Protecting the Integrity of Our Platform
We take the issue of fake reviews very seriously. We have dedicated teams and automated systems constantly working to detect and remove any fraudulent reviews. If we find any, we swiftly remove them and take necessary action against the responsible party.
We also encourage you to help us maintain the integrity of our reviews. If you see something suspicious, please report it to our Customer Service team so our Fraud team can investigate it thoroughly.
Maintaining Relevance and Family-Friendliness: Our Review Guidelines
We aim to publish every review we receive, whether it’s positive or negative. However, we won’t display any review that includes:
- Impersonation – we want to ensure each review is authentic and from the real person who stayed at the property.
- Violations of our review guidelines – we strive to maintain a respectful and friendly platform for everyone.
To ensure relevance, we may only accept reviews submitted within 3 months of checking out and may stop showing reviews after 36 months, or if the property changes ownership.
Navigating Reviews: Finding the Information You Need
Properties can choose to respond to reviews, providing valuable insights into their perspective. When you see multiple reviews, the most recent ones will be at the top, along with considerations like language and whether the review includes comments or just a rating. You can also sort and filter reviews by time of year, review score, and other factors.
Sometimes, we show external review scores from other reputable travel websites. We’ll clearly indicate when we’re doing so.
These guidelines and standards aim to keep the content on Booking.com relevant, family-friendly, and honest without limiting the expression of genuine opinions. These principles apply regardless of the sentiment of the comment.
Making Your Reviews Count: Contributing to a Thriving Travel Community
Your contributions are valuable! They should be travel-related and help other travelers make informed choices. Please avoid personal, political, ethical, or religious commentary. Promotional content will be removed, and issues concerning Booking.com services should be directed to our Customer Service or Accommodation Service teams.
When contributing, remember that our platform welcomes a global audience. Please refrain from using profanity or attempting to disguise it. Comments and media that contain hate speech, discriminatory remarks, threats, sexually explicit content, violence, or promotion of illegal activity are not permitted.
All content should be genuine and unique to the guest. Reviews are most impactful when they are original and unbiased. Your contribution should be your own. Booking.com property partners should not post on behalf of guests or offer incentives in exchange for reviews. Attempts to deliberately lower a competitor’s rating through negative reviews will not be tolerated.
We prioritize the privacy of all users. We’ll take steps to obscure email addresses, phone numbers, website addresses, social media accounts, and other similar information.
Transparency and Responsibility: Your Reviews, Your Voice
The opinions expressed in reviews belong to Booking.com customers and properties and not to Booking.com itself. We do not accept responsibility for any reviews or responses. Booking.com acts as a distributor (without any obligation to verify) and not a publisher of these comments and responses.
By default, reviews are sorted based on the date of the review and other criteria to display the most relevant ones, including your language, reviews with text, and non-anonymous reviews. Additional sorting options may be available.
This service may contain translations powered by Google. Google disclaims all warranties related to the translations.
Through these guidelines and standards, Booking.com aims to provide a platform where travelers can share their experiences, learn from others, and confidently book their next adventure. We believe that open and honest communication, coupled with a robust review system, makes for a better travel experience for everyone.
