Every review counts! We strive to provide you with the most accurate and helpful information when it comes to choosing your perfect accommodation. To do that, we use a simple calculation to determine the overall review score: we add up all the scores received and then divide by the total number of reviews.
However, we’re always looking for ways to improve. Currently, in select regions like Malta, Iceland, Australia, Greece, Brazil, and North Carolina, we’re testing a weighted review system. This means more recent reviews have a greater influence on the overall score.
We understand the importance of various aspects of a stay. That’s why guests can provide separate “subscores” for key elements like location, cleanliness, staff, comfort, facilities, value for money, and free Wi-Fi.
Important to note: guests submit their subscores and overall scores independently. This means there’s no direct link between them.
What About Reviews and Editing?
You can review your accommodation after your stay, whether you actually stayed there or just arrived. If you’d like to edit a review you already submitted, just contact our Customer Service team.
Fighting Fake Reviews
We’re committed to maintaining the integrity of our platform. Our team of dedicated fraud specialists and automated systems tirelessly work to detect and remove fake reviews. If we find any, we delete them and take action against the responsible parties.
You can also help us! If you see something suspicious, report it to our Customer Service team, and our Fraud team will investigate.
Keeping Reviews Relevant and Helpful
Ideally, we’d publish every review, positive or negative. However, we won’t display any review that includes or refers to:
- Impersonation (e.g., claiming to be someone else)
- Any violation of our review guidelines
To ensure reviews are relevant and timely, we may only accept reviews submitted within 3 months of checking out and may stop displaying them after 36 months, or if there’s a change in ownership.
How We Organize Reviews
Accommodations can respond to reviews, providing valuable context and insights.
When you see multiple reviews, the most recent ones appear at the top, along with other factors like the review’s language, whether it includes text or just a rating, and anonymity. You can also sort and filter reviews by time of year, score, and other criteria.
Sometimes, you’ll see external review scores from well-known travel websites. We’ll clearly indicate when this happens.
Our Review Guidelines
These guidelines ensure Booking.com content remains relevant and family-friendly, without limiting the expression of strong opinions. They apply regardless of the sentiment of the comment.
- Stay on topic: Focus on travel-related experiences.
- Be helpful: Provide detailed insights to help others make informed decisions.
- Avoid personal opinions: Leave out personal, political, ethical, or religious commentary.
- No promotion: Promotional content will be removed, and issues related to Booking.com’s services should be addressed through Customer Service or Accommodation Service teams.
- Be respectful: Keep contributions appropriate for a global audience. Avoid profanity, hate speech, discriminatory remarks, threats, sexually explicit content, violence, and promotion of illegal activities.
- Be genuine and unique: All content should be original and unbiased, reflecting the guest’s personal experience.
- Respect privacy: We make an effort to obscure personal details like email addresses, phone numbers, website addresses, social media accounts, and similar information.
Remember
The opinions expressed in reviews are those of Booking.com customers and properties, not Booking.com itself. We don’t accept responsibility for any reviews or responses. Our role is to distribute (without verifying) these comments and responses, not to publish them.
Sorting Your Reviews
By default, reviews are sorted by date and additional criteria to show the most relevant ones, including your language, reviews with text, and non-anonymous reviews. You can also sort by traveler type, score, and other options.
This service may use translations powered by Google. Google disclaims all warranties related to these translations.
We hope these guidelines and standards help you make informed decisions and contribute to a positive and helpful review community.
