Understanding Your Review Score
When you see an overall rating for an accommodation, it represents the average of all the reviews we’ve received. Each review is rated on a scale of 1 to 10, and we combine these scores to get a single, representative rating. However, we’re always striving to make our ratings even more accurate! In some regions, we’re testing a weighted review system where recent reviews carry more weight in the overall calculation. This helps ensure that the rating reflects the most current experiences of our travelers.
Subscores Tell a Deeper Story
Guests can also provide detailed feedback by assigning subscores for specific areas like location, cleanliness, staff, comfort, facilities, value for money, and free Wi-Fi. These scores help paint a clearer picture of what to expect. It’s important to note that these subscores are submitted independently from the overall score, so there’s no direct connection between them.
Sharing Your Experiences
Leaving a Review
You can share your thoughts on an accommodation if you’ve stayed there or even if you arrived but didn’t stay. Your feedback is invaluable to us and helps other travelers make informed decisions.
Editing Your Review
If you need to change a review you’ve already submitted, simply reach out to our Customer Service team, and they’ll be happy to assist you.
Ensuring Review Integrity
Protecting Against Fake Reviews
We take the integrity of our reviews very seriously. That’s why we have dedicated teams and automated systems constantly working to detect and remove fake reviews. Any suspicious activity is investigated, and appropriate action is taken against those responsible.
Reporting Suspicious Activity
If you come across something that seems suspicious, we encourage you to report it to our Customer Service team. Our Fraud team will then investigate the matter thoroughly.
Keeping Reviews Relevant and Honest
Review Guidelines
We want to publish as many reviews as possible, but we have certain guidelines to ensure the content remains relevant, family-friendly, and respectful.
What We Don’t Allow
We won’t publish reviews that include:
- Impersonation: Reviews claiming to be someone they’re not.
- Violations of our review guidelines: Reviews that violate our community standards.
Review Timeframes
To ensure reviews are current, we may only accept reviews submitted within three months of your stay. We may also stop displaying reviews that are older than 36 months, or if the accommodation changes ownership.
Accommodation Replies
Accommodations are welcome to respond to reviews, providing additional context or addressing any concerns raised.
Navigating Review Information
Review Organization
When you see multiple reviews, the most recent ones will be displayed first. We also consider the language of the review, whether it includes text or just a rating, and if it’s anonymous.
Filtering and Sorting
You can easily filter and sort reviews based on your preferences, such as the time of year, review score, or even the type of traveler.
External Review Scores
Sometimes, we may include external review scores from other well-known travel websites. When we do, we always make it clear that these scores are from external sources.
Review Guidelines
Our Commitment to Quality
These guidelines are designed to ensure the content on Booking.com remains relevant, family-friendly, and respectful. They apply to all reviews, regardless of the sentiment expressed.
What We’re Looking For
- Travel-related: Reviews should focus on the travel experience.
- Detailed and Helpful: Provide insightful information that helps other travelers.
- Original and Unbiased: Share your honest and unique perspectives.
- Respectful: Be courteous and avoid offensive language.
- Genuine and Unique: Reviews should be authentic and not influenced by incentives.
- Privacy-Conscious: Avoid sharing personal information like email addresses or phone numbers.
Unacceptable Content
We don’t allow reviews that include:
- Personal, Political, Ethical, or Religious Commentary
- Promotional Content
- Issues Regarding Booking.com Services
- Profanity or Hate Speech
- Discriminatory Remarks, Threats, or Violence
- Sexually Explicit Content
- Promotion of Illegal Activity
Booking.com’s Role
Booking.com acts as a distributor of reviews, not a publisher. We are not responsible for the content of reviews and responses.
Review Sorting
Reviews are typically sorted by date, but we also take into account your language, reviews with text, and non-anonymous reviews. Additional sorting options are available, allowing you to tailor your search to your specific needs.
Translations
We may use Google Translate for reviews in other languages. However, please note that Google disclaims any warranties related to the accuracy or reliability of these translations.
