Booking.com uses a straightforward method to determine the overall review score for each accommodation. All individual reviews are rated on a scale from 1 to 10, and these scores are added together. This total sum is then divided by the number of reviews received, giving us the final average score.
We recognize the importance of recent feedback. That’s why we’re currently testing a weighted review system in several countries, including Malta, Iceland, Australia, Greece, Brazil, and North Carolina. This system gives more weight to recent reviews, ensuring that the overall score reflects the most up-to-date guest experiences.
Adding More Depth to Reviews
Booking.com goes beyond just an overall score. Guests can also provide detailed subscores for specific aspects of their stay, such as location, cleanliness, staff, comfort, facilities, value for money, and free Wi-Fi. These subscores offer a more granular view of the accommodation and can help travelers make informed decisions. It’s important to note that guests provide their subscores and overall scores independently, ensuring that there’s no bias or manipulation.
Reviewing and Reporting
You can easily review an accommodation you booked through Booking.com, whether you stayed there or not. If you need to edit a review you’ve already submitted, our Customer Service team is always happy to assist.
Booking.com takes review integrity very seriously. We employ both human and automated systems to identify and remove fake reviews. Any individual or group found responsible for submitting fake content will face appropriate action. If you spot a suspicious review, please report it to our Customer Service team so our Fraud team can investigate.
What We Don’t Allow
Booking.com strives to publish all reviews, positive or negative, but we have certain guidelines to maintain the quality and relevance of the content. We will not display reviews that:
- Impersonate others (e.g., claiming to be someone they’re not)
- Violate our review guidelines.
To ensure the relevance of reviews, we may only accept reviews submitted within 3 months of a guest’s check-out date. We may also stop displaying reviews after 36 months, or if there’s a change of ownership for the accommodation.
Sharing Reviews
Accommodations are welcome to respond to reviews. When you see multiple reviews, the most recent ones will be shown first, taking into account factors like the language of the review and whether it contains comments. You can also sort and filter reviews based on your preferences, such as time of year or review score.
We may sometimes display external review scores from other well-known travel websites, clearly labeling them as such.
Content Guidelines
Our content guidelines are designed to keep Booking.com a family-friendly platform while allowing guests to express their honest opinions. These guidelines apply regardless of the sentiment of the comment.
- Travel-related content: Contributions should be relevant to travel. The most helpful reviews are detailed and provide valuable information to other travelers. Please refrain from including personal, political, ethical, or religious commentary. Promotional content will be removed, and issues related to Booking.com services should be addressed with our Customer Service or Accommodation Service teams.
- Appropriate for a global audience: Please avoid using profanity or hate speech in any language. Comments and media that include discriminatory remarks, threats, sexually explicit content, violence, or the promotion of illegal activity are not permitted.
- Original and unbiased: All content should be genuine and unique to the guest. Reviews are most valuable when they are original and unbiased. Please avoid posting on behalf of guests or offering incentives in exchange for reviews. Attempts to negatively impact a competitor’s rating will not be tolerated.
- Respect for privacy: Booking.com takes steps to protect the privacy of individuals by obscuring email addresses, phone numbers, website addresses, social media accounts, and other similar details.
Disclaimers
The opinions expressed in reviews are those of Booking.com customers and properties and not Booking.com. Booking.com does not accept responsibility or liability for any reviews or responses. Booking.com acts as a distributor of these comments and responses, without any obligation to verify their accuracy.
Review Sorting
By default, reviews are sorted based on the date of the review and other criteria, including your language preference, reviews with text, and non-anonymous reviews. You may have additional sorting options available, such as by type of traveler or score.
Translations
This service may contain translations powered by Google. Google disclaims all warranties related to the translations, including any warranties of accuracy, reliability, and any implied warranties of merchantability, fitness for a particular purpose, and non-infringement.
