Welcome to Booking.com, where we go the extra mile to ensure you get the most reliable and helpful reviews! We want to be your go-to source for finding the perfect place to stay, and our review system is a key part of that.
How We Calculate Review Scores
We want to make sure the review score you see accurately reflects the overall experience of guests who have stayed at a property. We do this by adding up all the review scores we’ve received and dividing that total by the number of reviews.
In some places, like Malta, Iceland, Australia, Greece, Brazil, and North Carolina, we’re testing a weighted review system. This means that more recent reviews have a greater impact on the overall score. This helps to reflect the latest experiences of guests.
Guests also have the option to give separate subscores for different aspects of their stay, like location, cleanliness, staff, comfort, facilities, value for money, and free Wi-Fi. These subscores are independent of the overall score, giving you a detailed picture of what to expect.
Ensuring Authentic Reviews
We’re committed to making sure that all reviews are genuine and reliable. We have dedicated teams and automated systems working around the clock to detect and remove fake reviews.
If we catch someone trying to manipulate the system, we take appropriate action. And we encourage you to report suspicious reviews to our customer service team, so we can investigate further.
What We Don’t Allow
We want to create a welcoming and informative space for travelers, so we have some guidelines for what we will and won’t publish in our reviews.
We’ll remove any review that contains:
- Impersonation (pretending to be someone else)
- Violations of our review guidelines
We also limit the age of reviews to ensure they’re relevant and up-to-date. We usually only accept reviews submitted within 3 months of checking out and may stop showing reviews after 36 months, or if there’s a change in ownership.
Making Reviews Easy to Find
We want to make it easy for you to find the information you need, so we sort reviews by recency and other factors like language, text content, and anonymity. You can also sort and filter reviews by the time of year, review score, and other criteria.
We may also display external review scores from other reputable travel websites. We’ll always make it clear when we’re doing this.
Respectful and Relevant Content
We want to ensure that our reviews are family-friendly while still allowing guests to express their honest opinions. Here are some additional guidelines for contributing reviews:
- Keep it travel-related. Focus on your experience at the accommodation and what other travelers might want to know.
- Be respectful. Avoid using offensive language, hate speech, discriminatory remarks, threats, or any content that could be upsetting to others.
- Be authentic. Share your own genuine experiences and avoid promoting other businesses or submitting reviews on behalf of others.
Your Privacy Matters
We understand the importance of privacy, so we take steps to obscure personal information like email addresses, phone numbers, and website addresses.
Disclaimer
We are simply a distributor of reviews and are not responsible for the content of the reviews or the opinions expressed. It’s important to remember that these are the opinions of individual travelers and may not reflect everyone’s experience.
We believe that our review system provides a valuable service to both travelers and accommodation providers. By following our guidelines and working together, we can continue to create a trustworthy and helpful review platform for all.
