Want to know how those star ratings on Booking.com are calculated? Let’s dive into the process!
Understanding Your Rating
Every review on Booking.com is scored on a scale of 1 to 10. We take all the scores we’ve received for a particular property and calculate the average, giving you the overall score.
In a few places, we’re testing a new system that gives more weight to recent reviews. This means reviews from recent stays have a bigger impact on the overall score for properties in Malta, Iceland, Australia, Greece, Brazil and North Carolina.
But the star rating isn’t the whole story! Guests can also provide separate scores for different aspects of their stay, such as the location, cleanliness, staff, comfort, facilities, value for money, and free Wi-Fi. These subscores are completely independent of the overall score, so a great location doesn’t automatically mean a great overall experience.
Submitting Your Review
You can write a review if you stayed at a property you booked through Booking.com, or even if you arrived but didn’t stay. To edit a review you’ve already submitted, simply contact our Customer Service team.
Fighting Fake Reviews
We’re committed to keeping our reviews honest and authentic. We have a dedicated team working hard to detect and remove fake reviews, and we’ll take action against anyone caught submitting them.
You can also help by reporting anything suspicious to our Customer Service team, and our Fraud team will investigate.
Making Reviews Valuable
We want to showcase all reviews, positive and negative, but there are some things we won’t tolerate:
- Impersonation: Reviews claiming to be from someone they’re not.
- Violation of our review guidelines.
To ensure reviews are relevant, we may only accept reviews submitted within 3 months of your stay, and they may be removed after 36 months or if the property changes ownership.
Making Reviews Easy to Use
Properties are welcome to respond to reviews, and we’ll always display the most recent reviews first. You can also sort and filter reviews by time of year, review score, and other criteria.
Sometimes you’ll see external review scores from other well-known travel websites. We’ll clearly identify these when they’re included.
Keeping Things Fair and Friendly
Our goal is to keep the reviews on Booking.com relevant, family-friendly, and honest. This means:
- Contributions should be travel-related. The most helpful reviews are detailed and offer valuable insights.
- Keep personal opinions out. We don’t want to see reviews that are political, ethical, or religious.
- No promotional content. Reviews shouldn’t promote specific services or businesses.
- Be respectful. Use appropriate language and avoid offensive content.
- Be honest. All reviews should be genuine and reflect the guest’s experience.
- Respect privacy. We’ll do our best to protect personal information.
Booking.com is simply a platform to share these reviews, and we do not take responsibility for their content. We hope these guidelines provide a clear understanding of our review process and help you find the perfect place for your next trip!
