Every review you see on Booking.com is on a scale of 1 to 10. To get the overall score you see for a property, we add up all the review scores we’ve received and divide that total by the number of reviews. It’s like calculating your average grade in school! 🧮
We’re currently testing a weighted review system in a few countries, including Malta, Iceland, Australia, Greece, Brazil, and North Carolina. In these areas, we give more weight to recent reviews, meaning they have a bigger impact on the overall score.
Guests can also give separate “subscores” for specific areas like location, cleanliness, staff, comfort, facilities, value for money, and free Wi-Fi. This helps potential guests get a more detailed picture of the property. Importantly, guests submit their subscores and overall scores independently, so there’s no direct link between them.
Ensuring Review Accuracy and Fairness
We want to make sure the reviews on Booking.com are accurate and helpful. That’s why we have a team of dedicated people and automated systems that work hard to detect fake reviews. 🕵️♀️ If we find any, we delete them immediately and take action against the person responsible.
We also encourage you to report anything suspicious you see. Just let our Customer Service team know, and our Fraud team will investigate.
What We Don’t Allow in Reviews
We want to publish every review we receive, whether it’s positive or negative. However, we won’t display any review that includes:
- Impersonation: We don’t want anyone pretending to be someone else.
- Violations of our review guidelines: We have a set of rules to make sure reviews are fair and helpful.
To make sure reviews are relevant, we may only accept reviews submitted within 3 months of checking out and may stop showing reviews after 36 months or if the property changes ownership.
How We Organize Reviews
Accommodation owners can choose to reply to a review.
When you see multiple reviews, the most recent ones will be at the top. We also consider factors like the language of the review, whether it includes text or just a rating, and whether it’s anonymous.
You can also sort and filter reviews based on factors like time of year, review score, and type of traveler.
We sometimes show external review scores from other travel websites. We’ll always make it clear when we’re doing this.
Review Guidelines
Our review guidelines aim to make Booking.com content relevant, family-friendly, and fair while still allowing people to express their honest opinions. These guidelines apply regardless of whether the review is positive or negative.
Here are the main points to keep in mind:
- Reviews should be travel-related. We want them to be helpful for other travelers.
- Please avoid personal, political, ethical, or religious commentary.
- Promotional content will be removed.
- Reviews should be appropriate for a global audience, so please avoid profanity and offensive language.
- Hate speech, discriminatory remarks, threats, sexually explicit content, violence, and promotion of illegal activity are not permitted.
- Reviews should be genuine and unique. Don’t try to inflate or deflate a property’s rating.
- Respect the privacy of others. We’ll make an effort to obscure personal information like email addresses and phone numbers.
Disclaimers
The opinions expressed in reviews belong to Booking.com customers and properties, not Booking.com itself. We don’t take responsibility for the content of reviews or responses.
By default, reviews are sorted by date and additional criteria to show the most relevant reviews. You can also sort them by language, review type, and other factors.
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