Booking.com is committed to providing travelers with honest and trustworthy reviews. We want to make sure you have all the information you need to make an informed decision about where to stay. To achieve this, we take a multi-pronged approach.
Our Review System
We understand that each review holds value. To get the overall score you see for each accommodation, we simply add up all the review scores and divide by the number of reviews.
However, we are always striving for improvement, so we are currently testing a weighted review system in select regions, such as Malta, Iceland, Australia, Greece, Brazil, and North Carolina. Under this system, newer reviews carry more weight in the overall score calculation.
Guests can also provide subscores for specific 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 independent of the overall score.
How to Submit and Edit Reviews
You can write a review about an accommodation if you booked it through our platform and stayed there or if you arrived but didn’t end up staying. To edit a review you already submitted, please get in touch with our Customer Service team.
We Fight Fake Reviews
Booking.com employs a team of dedicated individuals and automated systems to detect fake reviews. If we find any, we remove them and take appropriate action against the responsible parties.
Of course, we encourage you to report any suspicious reviews to our Customer Service team. We will then refer the matter to our Fraud team for a thorough investigation.
What We Don’t Allow
Our goal is to publish every review, whether it’s glowing or critical. However, we won’t display any review that includes or refers to:
- Impersonation (e.g., claiming to be someone else).
- Violation of our review guidelines.
Keeping Reviews Relevant and Up-to-Date
To ensure reviews are relevant, we may only accept reviews submitted within 3 months of checking out. We might also stop showing reviews after 36 months or if the accommodation has a change of ownership.
Engaging with Reviews
An accommodation may choose to respond to a review.
When you see multiple reviews, they are sorted so that the most recent ones appear at the top. This is based on various factors, including the review’s language, whether it includes comments, and if it’s anonymous. You can further sort and filter reviews based on time of year, review score, or other criteria.
External Review Scores
Sometimes, we display external review scores from well-known travel websites. We clearly indicate when this is the case.
Our Commitment to Fairness and Transparency
These guidelines and standards aim to ensure that the content on Booking.com is relevant, family-friendly, and unbiased, without restricting the expression of strong opinions.
They apply regardless of the sentiment of the comment.
Staying Focused on Travel
Contributions should be travel-related. Detailed reviews are most helpful as they provide valuable information to other travelers. Please avoid including personal, political, ethical, or religious comments. We will remove promotional content and direct any inquiries regarding Booking.com’s services to our Customer Service or Accommodation Service teams.
Respectful Language
Please remember to be respectful of our global audience. Avoid using profanity in any language. Hate speech, discriminatory remarks, threats, sexually explicit remarks, violence, and promotion of illegal activities are strictly prohibited.
Authenticity and Originality
All content should be genuine and unique to the guest. Reviews are most valuable when they are original and unbiased. We expect guests to write their own reviews and do not allow property partners to post on behalf of guests or offer incentives in exchange for reviews. Attempts to damage a competitor’s reputation by submitting negative reviews will not be tolerated.
Protecting Privacy
We make an effort to obscure email addresses, telephone numbers, website addresses, social media accounts, and similar details to safeguard the privacy of our users.
Disclaimer
The opinions expressed in contributions are those of Booking.com customers and properties and not of Booking.com. We do not accept responsibility or liability for any reviews or responses. We are a distributor (without any obligation to verify) and not a publisher of these comments and responses.
Sorting and Filtering Reviews
By default, reviews are sorted by date and additional criteria to display the most relevant reviews, such as your language, reviews with text, and non-anonymous reviews. Additional sorting options may be available, such as by type of traveler or score.
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