We take your feedback seriously and use it to make Booking.com better for everyone. But how do we calculate those review scores you see?
We gather all the individual reviews you leave, each with a rating between 1 and 10. We then add up all these scores and divide by the total number of reviews to get the overall score for a property.
We’re always trying to improve, and in some areas, we’re currently testing a weighted review system. This means that in places like Malta, Iceland, Australia, Greece, Brazil, and North Carolina, newer reviews have a bigger impact on the overall score.
You can also give subscores for specific aspects of a property, such as location, cleanliness, staff, comfort, facilities, value for money, and free Wi-Fi. These subscores are completely separate from the overall rating, so feel free to be honest about your experience.
Your Reviews: Shaping the Travel Experience
Want to leave a review about a place you stayed at? You can do so if you booked it through Booking.com, even if you only visited the property but didn’t actually stay there. If you need to edit a review you’ve already submitted, just get in touch with our Customer Service team.
We know that fake reviews can hurt the reputation of a property and make it harder for travellers to make informed decisions. That’s why we have a team of experts and automated systems dedicated to spotting and removing fake reviews. We take this seriously and will even take action against anyone found to be submitting fake reviews.
And you can help us too! If you see anything suspicious, please report it to our Customer Service team, so our Fraud team can investigate.
Keeping Things Clean and Relevant
We want to share as many reviews as possible, both positive and negative. But, there are some things we won’t publish:
- Impersonation: Reviews claiming to be written by someone they’re not.
- Violations of our review guidelines: This includes things like spam, hate speech, and offensive language.
We also try to make sure reviews are relevant to travellers by:
- Limiting reviews to within 3 months of check-out.
- Removing reviews after 36 months or if there’s a change of ownership.
This keeps the information fresh and helpful for others.
Sharing and Sorting Reviews
We want to make it easy for you to find the reviews that are most useful. That’s why:
- The most recent reviews are displayed first, along with other factors like language, reviews with text, and non-anonymous reviews.
- You can sort and filter reviews by time of year, review score, and more.
We also sometimes include external reviews from other well-known travel sites. When we do, we make it clear where these reviews come from.
Keeping Reviews Fair and Respectful
We strive to keep Booking.com a place where travellers can share their honest opinions, but we also have some guidelines to ensure that content is appropriate for everyone.
These guidelines apply to both positive and negative reviews and are designed to:
- Keep content relevant and family-friendly.
- Limit personal, political, ethical, or religious opinions.
- Prevent promotional content.
- Ensure contributions are appropriate for a global audience.
- Promote respectful dialogue.
We also ask that you:
- Keep your contributions genuine and unique.
- Respect the privacy of others by avoiding the sharing of personal information.
Remember, the opinions expressed in reviews are those of the individual reviewers, not Booking.com. We do not take responsibility for any reviews or responses posted on our site.
A Transparent System for All
We’re always working to improve the review system and make it as fair and helpful as possible. By following these guidelines, we can create a platform where everyone can share their experiences and learn from each other.
