Booking.com values transparency and authenticity when it comes to customer reviews. Our review system is designed to provide you with valuable insights from real guests, helping you make informed decisions about your next trip.
Understanding Our Review System
To calculate the overall review score, we add up all the scores received and divide by the total number of reviews. In certain regions, including Malta, Iceland, Australia, Greece, Brazil and North Carolina, we’re testing a new system that gives more weight to recent reviews. This ensures the score reflects the latest experiences.
Guests can also provide detailed “subscores” for specific areas like location, cleanliness, staff, comfort, facilities, value, and Wi-Fi. These scores are independent of the overall score, allowing for a nuanced understanding of the property.
Submitting and Editing Reviews
You can review an accommodation you booked through our platform, whether you stayed there or just arrived but didn’t stay. To edit a previously submitted review, simply reach out to our Customer Service team.
Combating Fake Reviews
We have dedicated teams and advanced systems working tirelessly to detect and remove fake reviews. If we find any, they are deleted, and appropriate action is taken against those responsible. You can also help by reporting suspicious activity to our Customer Service team.
Ensuring Review Integrity
We strive to publish every review, positive or negative, but we won’t display reviews that contain:
- Impersonation: Claiming to be someone you’re not.
- Violations of our review guidelines.
To maintain relevance, reviews are typically accepted within three months of your stay and may be removed after 36 months or if the property changes ownership.
Navigating Reviews
Recent reviews are always at the top, though other factors like language, content, and anonymity influence the order. You can easily sort and filter reviews based on time of year, score, and other criteria.
Incorporating External Reviews
We sometimes include reviews from other reputable travel websites, always clearly indicating their source.
Our Review Guidelines
Our guidelines promote relevant and family-friendly content while allowing for honest opinions. They apply regardless of the sentiment expressed.
Keep reviews travel-related: Focus on your experience and avoid personal, political, ethical, or religious commentary. Promotional content and issues with Booking.com services should be directed to our Customer Service or Accommodation Service teams.
Maintain a global standard: Please refrain from using profanity or hate speech in any language. This includes discriminatory remarks, threats, sexually explicit content, violence, and the promotion of illegal activities.
Be genuine and unique: Your contributions are most valuable when they are original and unbiased. Do not post on behalf of guests or offer incentives for reviews. Avoid manipulating reviews to harm competitors.
Respect privacy: We strive to protect personal information by obscuring email addresses, phone numbers, website addresses, and social media accounts.
Disclaimer
The opinions expressed in reviews belong to Booking.com customers and properties, not Booking.com. We are not responsible for their content.
Sorting and Translation
Reviews are sorted by date and relevance, considering factors like your language, text-based reviews, and non-anonymous reviews. Other sorting options may be available.
This service may use translations powered by Google. Google disclaims all warranties related to translations.
By following these guidelines and working together, we can maintain a platform where travellers can trust the authenticity and value of guest reviews.
