Booking.com is dedicated to providing accurate and trustworthy reviews to help travelers make informed decisions. We work hard to ensure that our reviews are genuine and reliable.
How we calculate review scores
Every review on Booking.com is assigned a score between 1 and 10. To calculate the overall score for a property, we add up all the review scores and divide that total by the number of reviews received.
We are currently testing a weighted review system in several locations, including Malta, Iceland, Australia, Greece, Brazil, and North Carolina. This means that newer reviews have a greater impact on the overall score.
In addition to an overall score, guests can also provide separate “subscores” for key aspects of their stay, such as location, cleanliness, staff, comfort, facilities, value for money, and free Wi-Fi. It’s important to note that these subscores are submitted independently from the overall score.
Keeping Reviews Relevant
We want to ensure that reviews are up-to-date and relevant. That’s why we only accept reviews submitted within three months of checking out. We also may stop showing reviews that are older than 36 months or if there has been a change of ownership at the property.
Protecting the Integrity of Reviews
We take review integrity very seriously and have systems in place to identify and remove fake reviews.
Our team, along with automated systems, carefully scrutinizes every review for any signs of fraud. We also encourage travelers to report suspicious activity to our Customer Service team so that our Fraud team can investigate.
We want to publish all reviews, positive or negative, but we will remove reviews that include:
- Impersonation (e.g., if the writer claims to be someone else).
- Violations of our review guidelines.
Reviews are most valuable when they are original and unbiased. We do not tolerate:
- Promotional content.
- Reviews posted on behalf of guests by property partners.
- Attempts to harm competitors by submitting negative reviews.
Ensuring a Safe and Welcoming Environment
We are committed to providing a safe and inclusive platform for everyone. We encourage users to submit reviews that are travel-related and helpful to other travelers. Avoid personal opinions, political, ethical, or religious commentary.
We also ask that all contributions are appropriate for a global audience and avoid:
- Profanity or attempts to disguise it.
- Hate speech, discriminatory remarks, threats, sexually explicit remarks, violence, or the promotion of illegal activity.
Transparency and Privacy
We strive for transparency in our review process. We clearly identify when we are showing external review scores from other travel websites.
We respect the privacy of all users. We will obscure personal information such as email addresses, phone numbers, website addresses, social media accounts, and other sensitive details.
Important Note:
The opinions expressed in reviews are those of Booking.com customers and properties and not of Booking.com. Booking.com does not accept responsibility or liability for any reviews or responses.
Sorting and Filtering Reviews
Reviews are sorted by date by default, with additional factors considered to ensure the most relevant reviews are displayed. These factors include:
- Language of the review.
- Reviews with text.
- Non-anonymous reviews.
You can also choose to sort and filter reviews by other criteria, such as type of traveler, score, and time of year.
This service may contain translations powered by Google. Google disclaims all warranties related to the translations, express or implied, including any warranties of accuracy, reliability, and any implied warranties of merchantability, fitness for a particular purpose and non-infringement.
We hope that these guidelines and standards ensure that the content on Booking.com is relevant, family-friendly, and unbiased. We strive to provide a platform where everyone can share their experiences and make informed travel decisions.
