We strive to provide our users with honest and helpful reviews to make informed travel decisions. Here’s how we do it:
The Review Score:
We use a simple system to calculate the overall score for each accommodation. All reviews are on a scale of 1 to 10, with each review score contributing to the final score. We currently run a pilot project in Malta, Iceland, Australia, Greece, Brazil and North Carolina using a weighted review system, where more recent reviews have a greater influence on the final score.
To give you a deeper understanding of an accommodation, guests can also provide individual scores in crucial areas like location, cleanliness, staff, comfort, facilities, value for money and free Wi-Fi. This lets you see what aspects of a place stand out. Keep in mind that guests submit their subscores and overall scores independently, so there’s no direct link between them.
Submitting and Editing Reviews
You can review an accommodation you booked through our platform if you stayed there or even if you arrived but didn’t end up staying. If you need to edit a review you’ve already submitted, please contact our Customer Service team.
Fighting Fraud
We are committed to providing genuine and honest reviews. We have a team of experts and automated systems that work tirelessly to detect and delete fake reviews. When we catch someone submitting fake content, we take appropriate action against them.
We encourage everyone to report suspicious reviews to our Customer Service team. Our Fraud team will investigate the report thoroughly.
Review Content Guidelines:
We aim to publish every review we receive, good or bad. However, we won’t display reviews that contain the following:
- Impersonation – Reviews claiming to be someone they’re not
- Violation of our review guidelines
To ensure reviews remain relevant, we may only accept reviews submitted within 3 months of checkout and may stop showing reviews after 36 months or if the accommodation changes ownership.
Review Organization & Sorting
Accommodations have the option to reply to a review, allowing them to interact with guests directly.
When you see multiple reviews, the most recent ones are usually displayed first. We also consider factors like the review’s language and whether it has a rating or a full comment. You can further sort and filter reviews by various criteria like time of year, review score, and more.
We sometimes display external reviews from other travel websites, making it clear when we do so.
Review Standards:
These guidelines aim to keep Booking.com content relevant and family-friendly while allowing for strong opinions. The standards apply to all reviews, regardless of their sentiment.
- Contributions should be travel-related: Focus on your travel experience and provide details that help others make informed decisions. Avoid personal, political, ethical, or religious opinions.
- Global Audience: Be mindful of a global audience and avoid offensive language in any language. Comments and media containing hate speech, discriminatory remarks, threats, sexually explicit content, violence, and promotion of illegal activities are not permitted.
- Genuine and Unique: All content should be original and unbiased. Reviews are most valuable when they reflect your unique experience. Booking.com property partners should not post on behalf of guests or offer incentives for reviews.
- Respect Privacy: We strive to protect the privacy of all users by obscuring personal information like email addresses, phone numbers, website addresses, social media accounts, and similar details.
Disclaimer:
The opinions expressed in contributions are those of Booking.com customers and properties and not of Booking.com. We do not accept responsibility or liability for any reviews or responses. We are a distributor of comments and responses and do not verify their content.
Review Sorting & Translations:
Reviews are displayed by default in chronological order. We use additional criteria to show the most relevant reviews, such as your language, reviews with text, and non-anonymous reviews. Further sorting options are available based on traveler type, score, etc.
This service may include translations powered by Google. Google disclaims all warranties related to the translations, including any warranties of accuracy, reliability, and implied warranties of merchantability, fitness for a particular purpose, and non-infringement.
