We’re all about making sure your reviews are as helpful as possible. That’s why we use a simple, transparent system to calculate the overall score for each property.
Here’s the breakdown:
- Each review is given a score between 1 and 10.
- We add up all the scores and then divide by the total number of reviews. This gives us the overall score you see for each property.
But wait, there’s more! In some countries like Malta, Iceland, Australia, Greece, Brazil, and North Carolina, we’re currently testing a weighted review system. This means more recent reviews have a bigger impact on the overall score.
Want to be extra specific? Guests can also provide subscores for different aspects of their stay, like location, cleanliness, staff, comfort, facilities, value for money, and free Wi-Fi. These subscores are separate from the overall score.
Your Reviews Matter
Think you’ve got a story to share? You can leave a review for any property you’ve booked through our platform, even if you didn’t actually stay there. Already submitted a review and need to make changes? Just reach out to our Customer Service team.
We take review integrity very seriously. Our team of dedicated professionals and advanced systems are always on the lookout for fake reviews. If we find any, we’ll delete them and take action against the responsible party.
Spot something suspicious? Don’t hesitate to report it to our Customer Service team so our Fraud team can investigate.
Keeping Reviews Relevant and Helpful
We believe in the power of both positive and negative reviews. That’s why we aim to publish every review we receive. However, we won’t display any reviews that:
- Impersonate someone else.
- Violate our review guidelines.
To ensure reviews are relevant and timely, we may only accept reviews submitted within 3 months of checking out. Additionally, we may stop displaying reviews after 36 months or if the property has a change of ownership.
Property owners can also chime in! They can respond to reviews to provide their perspective or address any concerns raised.
Navigating Reviews
When browsing reviews, you’ll see the most recent ones at the top. This is determined by factors like the language of the review, whether it includes text or just a rating, and whether it’s anonymous.
Want to fine-tune your search? You can sort and filter reviews by time of year, review score, and other criteria.
We also sometimes include external review scores from other reputable travel websites. We’ll always make it clear when we’ve done this so you know where the information is coming from.
Review Guidelines: Making Sure Everyone Feels Welcome
Our review guidelines are designed to keep the content on Booking.com relevant and family-friendly without censoring strong opinions. They apply regardless of the sentiment of the comment.
Here’s what we ask:
- Stay focused on travel. The best reviews are detailed and help others make informed decisions. Please avoid personal, political, ethical, or religious commentary.
- Keep it appropriate for a global audience. We kindly request you avoid using profanity or attempts to disguise it with creative spelling. Hate speech, discriminatory remarks, threats, sexual content, violence, and promotion of illegal activity are strictly prohibited.
- Be authentic and unique. Reviews are most valuable when they’re original and unbiased. Don’t post on behalf of guests or offer incentives for reviews. Attempts to unfairly lower a competitor’s rating won’t be tolerated.
- Respect everyone’s privacy. We’ll do our best to obscure personal details like email addresses, phone numbers, and social media accounts.
The opinions expressed in reviews belong to our customers and property partners, not Booking.com. We don’t take responsibility for any reviews or responses. Booking.com is a distributor, not a publisher, and does not verify the accuracy of the content.
By default, reviews are sorted by date and additional criteria to show the most relevant reviews. You can also sort them by traveler type, score, or other options.
Some reviews may include translations powered by Google. Please be aware that Google disclaims all warranties related to these translations.
We’re dedicated to providing a safe and informative space for all our users. We hope these guidelines help ensure that our platform remains a valuable resource for travelers everywhere.
