Welcome to the world of Booking.com reviews! We strive to give you a clear picture of what to expect at each accommodation, and we understand how important it is to have reliable information. So, how do our reviews work?
Let’s start with the basics: Each review is scored on a scale of 1-10. To get the overall score you see, we add up all the review scores we’ve received and divide that total by the number of reviews.
But there’s more to it than that! In Malta, Iceland, Australia, Greece, Brazil and North Carolina, we’re testing a weighted review system that gives more recent reviews greater influence on the overall score.
And that’s not all! Guests can provide separate subscores for crucial areas like location, cleanliness, staff, comfort, facilities, value for money, and free Wi-Fi. It’s important to note that guests submit their subscores and overall scores independently, so there’s no direct link between them.
Who Can Write Reviews?
Got a recent experience at an accommodation booked through our platform? We encourage you to share your insights! Whether you stayed there or just arrived and decided not to, your review can help others.
Need to make a change to a review you already submitted? No problem! Just reach out to our Customer Service team, and they’ll assist you.
Keeping Reviews Honest and Fair
We take review integrity seriously. We have a dedicated team and automated systems working tirelessly to detect and remove fake reviews. If we identify any, we remove them and take action against those responsible.
See something suspicious? Don’t hesitate to report it to our Customer Service team, and our Fraud team will investigate.
Guiding Our Review Policies
Our goal is to publish every review, positive or negative. However, we won’t display reviews that include:
- Impersonation: Claiming to be someone you’re not.
- Violations of our review guidelines: We have clear rules to ensure fairness and appropriate content.
To maintain relevance, we may:
- Accept reviews only within 3 months of checking out.
- Stop showing reviews after 36 months or if there’s a change in ownership.
Accommodations can choose to respond to reviews.
Navigating Reviews
When you see multiple reviews, the most recent ones appear at the top, with factors like language and content type influencing the order. You can sort and filter reviews by time of year, review score, and other criteria to find exactly what you’re looking for.
Sometimes, we display external review scores from other travel websites. We’ll always make it clear when we’re doing this.
Review Guidelines: Setting the Standard
Our guidelines aim to keep content on Booking.com relevant, family-friendly, and open to diverse opinions, regardless of whether the sentiment is positive or negative.
Contributions should be:
- Travel-related: Share your experiences and help others make better decisions.
- Detailed and informative: Provide specific insights about your stay.
- Free of personal, political, ethical, or religious commentary: Focus on the accommodation.
- Appropriate for a global audience: Respect different cultures and avoid offensive language.
- Genuine and unbiased: Your experiences are unique and valuable.
- Respectful of others’ privacy: Booking.com will obscure personal information.
Remember:
- Booking.com is a distributor, not a publisher, of reviews.
- The opinions expressed are those of the customers and properties, not Booking.com.
Ensuring Transparency and Accessibility
Reviews are sorted by default based on the date and other criteria to present the most relevant ones, including your language, reviews with text, and non-anonymous reviews. You can also use additional sorting options (by traveler type, score, etc.) to find what matters most to you.
We believe in transparency. If any translations are used, we’ll clearly indicate that they are powered by Google.
At Booking.com, we’re committed to delivering reliable and valuable information to help you plan your perfect trip.
