Booking.com employs a transparent method for calculating review scores. They sum up all the ratings received and divide by the total number of reviews. This gives you the overall score you see.
For properties in Malta and Iceland (excluding hotel and vacation rental chains), Booking.com is testing a weighted review system. This means more recent reviews hold greater weight in the overall score. Additionally, guests can provide subscores for specific aspects like location, cleanliness, staff, comfort, facilities, value for money, and free Wi-Fi. It’s important to note that subscores and overall scores are submitted independently; they are not directly linked.
Reviewing Your Experience
You can review an accommodation you booked through Booking.com if you stayed there or if you arrived but didn’t stay. To edit a review you’ve already submitted, contact Booking.com’s Customer Service team.
Booking.com has dedicated people and automated systems to detect and remove fake reviews. They take action against those responsible if necessary. If you spot something suspicious, you can report it to their Customer Service team for investigation by their Fraud team.
What Booking.com Doesn’t Allow in Reviews
Booking.com strives to publish every review, positive or negative, but there are exceptions. They don’t display reviews that include:
- Impersonation (claiming to be someone else)
- Violations of their review guidelines
Making Reviews Relevant and Useful
Booking.com only accepts reviews submitted within three months of checking out. They may also stop displaying reviews after 36 months or if the accommodation undergoes a change of ownership.
Accommodations can respond to reviews. When viewing multiple reviews, the most recent ones appear at the top, considering factors like the language, whether it’s just a rating or includes comments, etc. You can sort and filter reviews by time of year, review score, and other criteria.
Additional Information
Booking.com sometimes displays external review scores from other popular travel websites, clearly indicating their source.
Booking.com Review Guidelines
These guidelines ensure reviews are relevant and family-friendly while still allowing for strong opinions. They apply regardless of the sentiment of the comment.
- Contributions should be travel-related, detailed, and helpful to others.
- Personal, political, ethical, religious commentary, promotional content, and issues with Booking.com’s services should be directed to their Customer Service or Accommodation Service teams.
- Contributions must be appropriate for a global audience, avoiding profanity, creative spellings, and hate speech in any language.
- Content should be genuine, original, and unbiased. Booking.com property partners should not post on behalf of guests or offer incentives for reviews.
- Respect the privacy of others. Booking.com obscures email addresses, phone numbers, website addresses, social media accounts, and other sensitive details.
Disclaimer
The opinions expressed in contributions are those of Booking.com customers and properties, not Booking.com. Booking.com is not responsible for the reviews or responses.
Booking.com sorts reviews by date and other criteria (language, text, non-anonymous reviews) to ensure relevance. Additional sorting options might be available.
This service may utilize translations powered by Google. Google disclaims all warranties related to these translations.
