This article explains how Booking.com calculates and displays review scores, ensuring you get the most out of this valuable information.
How Reviews Are Calculated
Every review on Booking.com is scored on a scale of 1 to 10, reflecting a guest’s experience. The overall score you see for a property is the average of all submitted scores.
In some regions, including Malta, Iceland, Australia, Greece, Brazil, and North Carolina, we are piloting a weighted review system. This means that recent reviews have a greater impact on the overall score, giving you the most up-to-date picture of a property’s performance.
Guests can also provide separate ratings for various aspects of their stay, such as location, cleanliness, staff, comfort, facilities, value for money, and free Wi-Fi. These “subscores” are submitted independently of the overall score, giving you a comprehensive understanding of a property’s strengths and weaknesses.
Submitting and Editing Reviews
You can submit a review for an accommodation you booked through Booking.com, whether you stayed there or not. If you need to edit a previously submitted review, simply contact our Customer Service team.
Maintaining Review Integrity
We take review integrity very seriously. Our dedicated team, aided by sophisticated automated systems, works tirelessly to detect and remove fake reviews. We also take action against anyone attempting to manipulate the review system.
If you spot anything suspicious, please report it to our Customer Service team so our Fraud team can investigate.
Review Guidelines
Our goal is to publish every review, both positive and negative. However, we won’t display any review that includes:
- Impersonation (posing as someone else)
- Violation of our review guidelines
To ensure the relevance of reviews, we may only accept reviews submitted within 3 months of checkout and may stop showing reviews after 36 months or if the property experiences a change of ownership.
Navigating Reviews
You can expect to find the most recent reviews at the top of the list, with other factors influencing their position, such as language and whether they include comments. Feel free to sort and filter reviews by your preferred criteria, like time of year or score.
Sometimes, you might see external review scores from other reputable travel websites, clearly indicated as such.
Maintaining a Family-Friendly Environment
Our guidelines aim to ensure reviews are relevant, family-friendly, and unbiased, allowing for diverse opinions while discouraging inappropriate content.
Travel-related content is encouraged, with detailed information helping others make informed decisions. Avoid personal, political, ethical, or religious commentary. Promotional content will be removed, and concerns regarding Booking.com’s services should be directed to our Customer Service or Accommodation Service teams.
Respecting Global Standards
All content should be appropriate for a global audience. This means avoiding profanity, hate speech, discriminatory remarks, threats, sexually explicit content, violence, and promotion of illegal activities.
Authenticity and Privacy
All reviews must be genuine and unique to the guest. Booking.com property partners cannot post on behalf of guests or offer incentives for reviews. Attempts to negatively impact a competitor’s ratings will not be tolerated.
We strive to protect the privacy of everyone by obscuring personal details such as email addresses, phone numbers, website addresses, and social media accounts.
Disclaimer
Remember that the opinions expressed in reviews belong to the guests and properties, not Booking.com. We are a distributor, not a publisher, and assume no responsibility for the content of reviews or responses.
Review Sorting and Translations
Reviews are typically sorted by date and additional criteria to display the most relevant ones, including your language, reviews with text, and non-anonymous reviews. Other sorting options may be available.
This service may use Google Translate. Any translations provided are offered as a courtesy and without any warranties, including accuracy or reliability.
