Booking.com uses a simple formula to determine overall review scores for accommodations. We add up all the individual review scores we receive and then divide that total by the number of reviews. This gives you a clear picture of the general sentiment towards a property.
To ensure reviews are relevant, we use a weighted review system in certain countries, specifically Malta and Iceland (excluding hotel and vacation rental chains). Under this system, more recent reviews have a bigger impact on the overall score, reflecting the most up-to-date guest experience.
We also allow guests to provide separate “subscores” for key areas like location, cleanliness, staff, comfort, facilities, value for money, and free Wi-Fi. This allows you to get a more detailed understanding of a property’s strengths and weaknesses. It’s important to note that these subscores are submitted independently from the overall score, so there’s no direct connection between them.
Reviewing Your Stay
You can share your experience by submitting a review for any Accommodation you booked through Booking.com, even if you only arrived at the property but didn’t stay. To edit a review you’ve already submitted, simply contact our Customer Service team.
Protecting Against Fake Reviews
We’re committed to ensuring the integrity of our review system. Our dedicated team, along with automated systems, diligently works to identify and remove fake reviews. When we catch a fake review, we delete it immediately and take necessary action against those responsible.
We encourage you to be vigilant and report any suspicious reviews to our Customer Service team. Our Fraud team will then investigate the matter thoroughly.
Review Guidelines
While we aim to publish every review, whether positive or negative, we won’t display reviews that contain inappropriate content, including:
- Impersonation: We won’t allow reviews written by someone claiming to be someone else.
- Violations of our review guidelines: These guidelines ensure reviews are respectful and relevant.
To ensure review relevance, we may only accept reviews submitted within three months of checking out and may stop displaying reviews after 36 months, or if the Accommodation changes ownership.
Review Display and Sorting
Accommodations have the option to respond to reviews, allowing them to address guest feedback directly.
When you see multiple reviews, the most recent ones will appear at the top. We may also factor in the review’s language, whether it includes text or just a rating, and anonymity. You can easily sort and filter reviews by time of year, review score, and other criteria to find the information that is most helpful to you.
We may also include external review scores from other reputable travel websites, clearly indicating their source.
Maintaining a Family-Friendly Environment
Our guidelines and standards aim to ensure the content on Booking.com remains relevant and family-friendly without stifling the expression of honest opinions. These standards apply to all reviews, regardless of sentiment.
Contributions should be travel-related and focus on providing helpful information for other travelers. Please avoid including personal, political, ethical, or religious commentary. Promotional content will be removed, and issues concerning Booking.com’s services should be directed to our Customer Service or Accommodation Service teams.
Contributions should be appropriate for a global audience. Please avoid using profanity or discriminatory language. Comments and media that include hate speech, threats, sexually explicit content, violence, and the promotion of illegal activity are strictly prohibited.
All content should be genuine and unique to the guest. Your contribution should be your own original thoughts and unbiased. Booking.com property partners should not post on behalf of guests or offer incentives in exchange for reviews. Attempts to manipulate a competitor’s rating through negative reviews will not be tolerated.
We respect the privacy of all users. Booking.com will obscure email addresses, phone numbers, website addresses, social media accounts, and similar personal information.
The opinions expressed in reviews are those of Booking.com customers and properties, not Booking.com. We do not accept responsibility or liability for any reviews or responses. We are a distributor, not a publisher, of these comments and responses.
Review Sorting and Translations
By default, reviews are sorted based on the date of the review and other factors, including your language preference, reviews with text, and non-anonymous reviews. You can also sort reviews by traveler type, score, and other criteria.
This service may include translations powered by Google. Google disclaims any warranties related to the translations, including accuracy and reliability.
