This article explains how Booking.com calculates review scores and ensures the quality of reviews submitted on our platform. We understand how important it is for you to have access to accurate and helpful information, so we strive to maintain the highest standards.
Calculating Review Scores
The overall review score you see for a property is the average of all reviews submitted. Each review is rated on a scale of 1 to 10. We are currently experimenting with a weighted review system in Malta and Iceland, excluding hotel and vacation rental chains. In this system, more recent reviews have a greater impact on the overall score.
We also allow guests to provide subscores for specific aspects of their stay, such as location, cleanliness, staff, comfort, facilities, value for money, and free Wi-Fi. These subscores are given independently of the overall score, meaning there is no direct connection between them.
Ensuring Review Authenticity
Booking.com uses both human and automated systems to detect and remove fake reviews. If we identify any fraudulent activity, we take appropriate action against the responsible party.
We encourage you to report any suspicious reviews you encounter to our Customer Service team. This allows our Fraud team to investigate and take necessary steps to ensure the integrity of our platform.
Review Guidelines
We are committed to publishing every review we receive, both positive and negative, as long as they comply with our guidelines. We will not display reviews that contain:
- Impersonation (e.g., claiming to be someone else)
- Violations of our review guidelines
To maintain the relevance of our reviews, we may only accept reviews submitted within three months of the guest’s stay and may stop displaying reviews that are older than 36 months or if the property has a change of ownership.
Displaying Reviews
When you see multiple reviews, they are displayed in descending order based on the date of submission and other factors, such as language, the presence of text, and anonymity. You can also sort or filter reviews by factors like the time of year, review score, or type of traveler.
We sometimes display external review scores from other travel websites. We clearly indicate the source of these external scores to avoid confusion.
Maintaining High Standards
These guidelines and standards are designed to ensure that the content on Booking.com is relevant, family-friendly, and unbiased, without limiting the expression of opinions. They apply to all reviews, regardless of their sentiment.
- Contributions should be travel-related.
- Avoid personal, political, ethical, or religious commentary.
- Promotional content will be removed.
- Contributions should be appropriate for a global audience.
- Respect the privacy of others.
We believe these guidelines help maintain a fair and transparent review system that benefits both travelers and accommodation providers.
