Booking.com uses a simple and transparent system to calculate review scores. Every review is rated on a scale from 1 to 10. To calculate the overall score, we add up all the individual scores and divide by the total number of reviews. This gives you an accurate representation of the average guest experience at the property.
However, we’re always looking for ways to improve. In some regions, like Malta, Iceland, Australia, Greece, Brazil and North Carolina, we’re testing a new weighted review system. This system gives more weight to recent reviews, reflecting the latest experiences at the property.
Guests can also provide detailed feedback by giving subscores in specific areas like location, cleanliness, staff, comfort, facilities, value for money, and free Wi-Fi. These scores are independent of the overall score, providing a more nuanced picture of the property’s strengths and weaknesses.
Reviewing Your Stay
You can leave a review for an Accommodation you booked through our platform, whether you stayed there or just arrived. We encourage you to share your honest experiences, both good and bad, to help other travelers make informed decisions.
If you need to edit a review you’ve already submitted, simply contact our Customer Service team.
Protecting the Integrity of Reviews
We take the integrity of our reviews very seriously. We have dedicated people and automated systems working around the clock to detect and remove fake reviews. We also take action against anyone caught submitting fraudulent content.
We encourage you to report any suspicious activity to our Customer Service team so our Fraud team can investigate further.
Review Guidelines
We strive to publish every review, whether positive or negative. However, certain types of reviews will not be displayed, including those containing:
- Impersonation (claiming to be someone else)
- Violations of our review guidelines
We also limit the time frame for submitting reviews to 3 months after checking out and may stop showing reviews after 36 months or if the Accommodation has a change of ownership. This ensures that reviews remain relevant and reflect the current state of the property.
Review Presentation and Sorting
The most recent reviews will be displayed at the top, along with other factors like language and whether the review includes a rating or written comments. You can easily sort and filter reviews by time of year, score, and other criteria to find the information you need.
We may also show external reviews from other reputable travel websites. We make it clear when we’re doing this.
General Guidelines
Our review guidelines aim to keep Booking.com a safe and welcoming platform for all. We encourage honest and constructive feedback but also expect contributions to be:
- Travel-related: Focus on your travel experience, providing helpful details that others can use to make decisions.
- Appropriate for a global audience: Avoid offensive language, hate speech, discrimination, threats, sexually explicit content, violence, and promotion of illegal activities.
- Genuine and unique: Reviews should reflect your own experience and not be influenced by others.
- Respectful: We value the privacy of all users and will obscure personal information like email addresses and phone numbers.
Disclaimers
Booking.com is a distributor of user-generated content and does not accept responsibility for the opinions expressed in reviews or responses. We encourage you to use your best judgment when reading reviews.
Translation Disclaimer
Some content on Booking.com may be translated using Google Translate. Google disclaims all warranties related to the translations, including accuracy and reliability.
