Booking.com takes pride in providing trustworthy information to help you make informed decisions. That’s why we go the extra mile to ensure the review scores you see are accurate and reflect the real experiences of travelers.
Each review score is based on a simple formula: We add up all the scores we’ve received and divide that total by the number of reviews. This gives us a reliable overall score that reflects the average opinion. However, we’re always looking to improve our systems. We’re currently testing a weighted review system in a few regions. This system gives more weight to recent reviews, making the score more sensitive to recent feedback.
In addition to the overall score, you can also check out the detailed “subscores” that guests provide for various aspects of their stay. These “subscores” cover areas like location, cleanliness, staff, comfort, facilities, value for money, and free Wi-Fi. Importantly, these “subscores” are independent of the overall review score. This means a guest can give a high overall score but rate the cleanliness low, giving you a balanced view of the property.
Submitting Reviews
You can share your experience by leaving a review on the Booking.com Platform after your stay. If you arrived at the property but didn’t stay, you can still share your thoughts. We value all feedback, whether positive or negative, as it helps future travelers make better decisions.
Already submitted a review? Need to edit it? No problem. Simply reach out to our Customer Service team, and we’ll be happy to help.
Keeping Reviews Fair and Trustworthy
We’re dedicated to ensuring the reviews on Booking.com are authentic and trustworthy. Our team of experts, along with automated systems, meticulously detect and remove fake reviews. We don’t tolerate attempts to manipulate the system, and we take appropriate action against anyone who tries to cheat the system.
You can also play a part in keeping reviews honest. If you spot something suspicious, don’t hesitate to report it to our Customer Service team. Our fraud team will investigate the matter thoroughly.
Guidelines for Honest and Helpful Reviews
We believe in transparency, so we strive to publish all reviews, even if they’re not positive. However, we do have some guidelines to ensure reviews are relevant and appropriate. We won’t display reviews that:
- Impersonate someone else. It’s important to be honest and authentic.
- Violate our review guidelines. These guidelines ensure that all reviews are respectful and appropriate for a global audience.
To maintain the relevance of reviews, we may only accept reviews submitted within 3 months of your check-out date and may stop showing reviews after 36 months or if the property changes ownership.
Engaging With Reviews
We encourage open communication between travelers and property owners. That’s why we allow properties to reply to reviews. This gives them a chance to address any concerns or provide additional context.
Finding the Reviews You Need
When you see multiple reviews, the most recent ones appear at the top. However, we use other factors, such as the review language and whether it includes text or just a rating, to make sure the most relevant reviews are displayed first.
You can sort and filter reviews based on your needs, such as the time of year, review score, or type of traveler. This gives you the control to find exactly what you’re looking for.
External Review Scores
We also display external review scores from other reputable travel websites, clearly identifying them as such. This provides an even broader perspective on the property, giving you even more information to make your decision.
Our Commitment to Quality
These guidelines and standards ensure that the content on Booking.com is relevant, family-friendly, and promotes honest feedback. We strive to balance this with the freedom to express strong opinions, ensuring that all reviews are treated equally regardless of their sentiment.
We encourage contributions that are travel-related and helpful to others. Share your detailed experiences and tips to help fellow travelers make better choices. Avoid personal, political, ethical, or religious commentary, as it may be irrelevant to a traveler’s decision. Promotional content will be removed, and issues concerning Booking.com’s services should be directed to our customer service or accommodation service teams.
Contributions should be appropriate for a global audience. Refrain from using profanity or hate speech in any language. Comments and media that include threats, discriminatory remarks, sexually explicit content, violence, or promotion of illegal activities are strictly prohibited.
All content should be genuine and unique to the guest. Avoid posting on behalf of guests or offering incentives in exchange for reviews. Don’t try to lower a competitor’s rating by submitting negative reviews – that’s simply unfair and goes against the spirit of honest feedback.
We respect the privacy of everyone on Booking.com. We will make every effort to obscure personal information such as email addresses, phone numbers, website addresses, and social media accounts.
The opinions expressed in contributions are those of the Booking.com customers and properties and not of Booking.com. We are simply a platform that distributes reviews, without any obligation to verify their content. We do not accept responsibility for the content of reviews or responses.
By default, reviews are sorted based on the date of the review and other criteria to display the most relevant reviews, including your language, reviews with text, and non-anonymous reviews. You can also sort by type of traveler or score.
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