Booking.com strives to provide helpful and reliable reviews to help travelers make informed decisions. This section details how we manage and display reviews to ensure they are trustworthy and valuable.
Understanding the Review Score
Each review on Booking.com is rated on a scale of 1 to 10. To calculate the overall score, we add up all the review scores received and divide by the total number of reviews.
In select regions, including Malta, Iceland, Australia, Greece, Brazil, and North Carolina, we are currently testing a weighted review system. This means that more recent reviews have a greater impact on the overall score, reflecting the latest traveler experiences.
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 remember that guests submit their subscores and overall scores independently, so there is no direct link between them.
Reviewing Your Stay
You can submit a review for an accommodation you booked through Booking.com if you stayed there, or even if you arrived but didn’t stay. To edit a review you’ve already submitted, please reach out to our Customer Service team.
Combating Fake Reviews
Booking.com employs a dedicated team and automated systems to detect and remove fake reviews. We take this seriously and will take action against anyone found responsible for submitting fake reviews.
If you see something suspicious, you can report it to our Customer Service team for investigation.
Review Guidelines
While we aim to publish every review, we won’t display any reviews that violate our guidelines. This includes reviews that contain:
- Impersonation (claiming to be someone else)
- Violations of our review guidelines
To ensure reviews are relevant, we may only accept reviews submitted within three months of your stay. Reviews may also be removed after 36 months, or if the accommodation experiences a change in ownership.
Review Display and Sorting
When viewing reviews, the most recent ones will appear at the top. You can sort and filter reviews based on factors like:
- Date
- Language
- Review score
- Whether a review includes comments
We may also display external review scores from other reputable travel websites, clearly labeling them as such.
Review Content Standards
Booking.com strives to maintain a platform where users can express their opinions freely while keeping the content relevant and family-friendly. These guidelines apply to all reviews, regardless of sentiment.
Contributions should be travel-related. The most helpful reviews are detailed and provide useful information for other travelers. Avoid including personal, political, ethical, or religious commentary. Promotional content will be removed, and any issues regarding Booking.com’s services should be directed to our Customer Service or Accommodation Service teams.
Contributions should be appropriate for a global audience. This means avoiding offensive language, including profanity or attempts to disguise it. Comments and media that include hate speech, discriminatory remarks, threats, sexually explicit content, violence, and promotion of illegal activity are strictly prohibited.
All content should be genuine and unique. Reviews are most valuable when they are original and unbiased. Booking.com property partners should not post on behalf of guests or offer incentives in exchange for reviews. Attempts to manipulate the rating of a competitor by submitting negative reviews will not be tolerated.
Respect the privacy of others. Booking.com will obscure email addresses, phone numbers, website addresses, social media accounts, and similar details.
The opinions expressed in reviews are those of the Booking.com customers and properties, not Booking.com. Booking.com does not accept responsibility or liability for any reviews or responses. Booking.com acts as a distributor of these comments and responses, without any obligation to verify their accuracy.
By default, reviews are sorted by date and other criteria to prioritize the most relevant reviews, including language, reviews with text, and non-anonymous reviews. You can also sort reviews by traveler type, score, etc.
This service may include 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.
