Booking.com wants to make sure you have the information you need to make the best travel decisions. We work hard to ensure the reviews you read are accurate and relevant. Here’s how we do it.
Understanding Review Scores
Your overall review score is calculated by adding up all the review scores we receive and then dividing that total by the number of reviews. For properties in Malta and Iceland, excluding hotel and vacation rental chains, we’re testing a new weighted review system. This means more recent reviews have a bigger impact on the overall score.
You’ll also see subscores for different aspects of a property, such as location, cleanliness, staff, comfort, facilities, value for money, and free Wi-Fi. Keep in mind that guests submit their subscores and overall scores independently, so they aren’t directly linked.
Reviewing and Editing
You can review an Accommodation you booked through our Platform if you stayed there or even if you just arrived but didn’t stay. To edit a review you’ve already submitted, simply contact our Customer Service team.
Combating Fake Reviews
We have dedicated people and automated systems that work tirelessly to spot and remove fake reviews. If we find any, we delete them and, if necessary, take action against the person responsible. You can also report suspicious reviews to our Customer Service team, allowing our Fraud team to investigate.
Review Guidelines: Ensuring Quality and Relevance
We aim to publish every review, both positive and negative, but some reviews won’t be displayed. This includes reviews that contain the following:
- Impersonation: Reviews where someone claims to be someone else.
- Violations of our review guidelines.
We also try to keep reviews relevant by:
- Only accepting reviews submitted within 3 months of checking out.
- Removing reviews after 36 months or if the Accommodation has a change of ownership.
Transparency and Flexibility
Properties have the option to reply to reviews.
When you see multiple reviews, the most recent ones will be at the top. However, other factors, such as language, the presence of text, and anonymity, also influence the order. You can sort and filter reviews by time of year, score, and other criteria.
We may sometimes include external review scores from other travel websites, always making it clear when we do.
Review Standards: Setting the Tone for a Positive Experience
Our guidelines are designed to keep Booking.com content relevant and family-friendly without limiting the expression of opinions. These standards apply regardless of the sentiment of the comment.
Here’s what we ask of all reviewers:
- Keep your contributions travel-related.
- Provide detailed information to help others make better travel decisions.
- Avoid personal, political, ethical, or religious commentary.
- Refrain from promotional content.
- Use appropriate language and avoid profanity, hate speech, discriminatory remarks, threats, sexually explicit content, violence, or the promotion of illegal activity.
- Keep your reviews original and genuine.
- Respect the privacy of others by avoiding personal information such as email addresses, phone numbers, or social media accounts.
Booking.com does not accept responsibility or liability for reviews or responses. We are a distributor (without any obligation to verify) and not a publisher of these comments.
Sorting and Filtering
Reviews are typically sorted by date and additional factors like language, reviews with text, and non-anonymous reviews. You can also sort reviews by type of traveler, score, and other criteria.
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