Want to know how we determine those handy review scores? We’re all about transparency, so let’s break it down. We take all the reviews we receive and average them together. That’s how we arrive at the overall score you see on our site.
But wait, there’s more! We’re currently testing a new system in some regions (Malta, Iceland, Australia, Greece, Brazil, and North Carolina). This system puts more weight on recent reviews. Meaning, a review from yesterday will have a bigger impact than one from last year.
Beyond the overall score: Guests can also provide “subscores” in specific areas like location, cleanliness, staff, comfort, and more. It’s important to note that these subscores and overall scores are completely separate. Guests express their feelings freely!
Leaving and Editing Reviews
Got an opinion to share? You can review a property you’ve booked through our platform, even if you didn’t actually stay there. If you want to change a review you’ve already submitted, just reach out to our friendly customer service team.
Keeping Things Fair and Balanced
We work hard to protect the integrity of our reviews. Our team of experts and automated systems are always on the lookout for fake reviews. If we find any, we remove them and take action against the responsible party.
Don’t be afraid to speak up! If you spot something suspicious, report it to our customer service team, and our fraud squad will investigate.
Review Guidelines: Let’s Keep It Clean and Helpful
We love all reviews, positive or negative! However, there are a few things we don’t display, including:
- Impersonation: Don’t pretend to be someone else.
- Anything that violates our review guidelines. (We’ll dive into those later)
Staying Relevant: To make sure reviews are useful, we may only accept reviews submitted within 3 months of your stay, and we may stop displaying reviews that are older than 36 months or if the property has changed ownership.
A Property’s Perspective: Accommodations may choose to reply to reviews, adding their side of the story.
Finding Your Perfect Review: When you see a bunch of reviews, the most recent ones are displayed first. We also take into account factors like language, whether the review includes comments, and if it’s anonymous. Of course, you can always sort and filter reviews to find what you’re looking for.
Sharing the Love: We sometimes show review scores from other popular travel sites, but we make it clear where those scores came from.
Ensuring Quality and Respect
These guidelines and standards are all about keeping content relevant, family-friendly, and respectful. We want everyone to feel comfortable sharing their opinions, but we also want to create a positive and safe environment.
Let’s stick to travel! We want reviews to be helpful and informative. Please don’t include personal, political, ethical, or religious comments. Promotional content will be removed, and if you have issues with our services, reach out to our customer service or accommodation service teams.
Let’s be kind: We’re a global community! No profanity or hate speech, please. This includes discriminatory remarks, threats, sexually explicit content, violence, and anything promoting illegal activity.
Keeping it real: All content should be genuine and unique to the guest. Original and unbiased reviews are the best! Don’t post on behalf of other guests or offer incentives for reviews. Trying to hurt a competitor by posting a negative review is not cool.
Respecting privacy: We’ll make an effort to blur out personal information like email addresses, phone numbers, website addresses, and social media accounts.
Disclaimers: The opinions expressed in reviews are those of our customers and properties, not Booking.com. We’re just the distributor, not the publisher of these reviews.
Finding the perfect match: By default, reviews are sorted by date, and we also consider other factors like language, reviews with text, and non-anonymous reviews. You can always sort and filter by traveller type, score, or other criteria.
Translation Note: This service may include translations powered by Google. Remember that Google does not guarantee the accuracy or reliability of these translations.
This article is a comprehensive explanation of Booking.com’s review system, outlining how scores are calculated, how reviews are handled, and the guidelines for submitting reviews. It encourages users to submit honest and respectful feedback while ensuring the integrity of the platform.
