Booking.com is committed to providing accurate and helpful reviews for our users. We want to ensure that you have access to the information you need to make informed decisions about your travels.
Here’s how our review system works:
Review Scores: A Snapshot of Guest Experiences
Each review is given a score from 1 to 10, with 1 being the lowest and 10 being the highest. We then calculate the overall review score by adding up all the scores and dividing by the total number of reviews received.
In some regions, we’re currently testing a weighted review system. This means that more recent reviews have a greater impact on the overall score. This helps to reflect the latest guest experiences more accurately.
Guests can also give separate subscores for different aspects of their stay, such as location, cleanliness, staff, comfort, facilities, value for money, and free Wi-Fi. It’s important to remember that guests submit their subscores and overall scores independently, so there’s no direct link between them.
Making Sure Our Reviews Are Trustworthy
We take review authenticity very seriously. We have dedicated teams who are constantly working to detect and remove fake reviews. If we find any, we delete them and may also take action against the person responsible.
You can help us by reporting any suspicious reviews to our Customer Service team. Our Fraud team will then investigate the matter.
What We Don’t Allow in Reviews
We believe in transparency and want to publish all reviews, whether positive or negative. However, there are some types of reviews that we won’t display, including those that:
- Impersonate someone else.
- Violate our review guidelines.
Keeping Reviews Relevant and Up-to-Date
To ensure that reviews are relevant and informative, we may only accept reviews submitted within 3 months of checking out. We may also stop showing reviews that are older than 36 months or if the property has changed ownership.
Adding Your Voice: Writing a Review
You can review an accommodation you booked through our Platform if you stayed there or if you arrived at the property but didn’t actually stay. To edit a review you’ve already submitted, please contact our Customer Service team.
Navigating the Reviews
We display the most recent reviews at the top, taking into account factors like language, review type (rating or comments), and anonymity. You can also sort and filter reviews by time of year, review score, and other criteria.
Transparency and External Reviews
We sometimes show external review scores from other well-known travel websites. We always make it clear when this is the case.
Our Commitment to Quality and Trust
We strive to create a platform where travellers can find reliable and trustworthy information about their potential accommodations. Our review guidelines are designed to maintain the quality of our content and to ensure that it’s relevant and family-friendly, while still allowing guests to express their honest opinions.
We believe that authentic reviews are essential for helping travellers make informed decisions. We are committed to fighting fake reviews and upholding the highest standards of integrity in our review system.
