Booking.com strives to give you the most accurate and helpful information about accommodations. To do that, we use a carefully crafted system to gather and display reviews.
Here’s how it works:
- Each review is assigned a score from 1 to 10.
- We then add all the scores together and divide by the number of reviews to get an overall score.
- In Malta and Iceland (excluding hotels and vacation rental chains), we’re testing a new system that gives more weight to recent reviews. This means newer reviews have a bigger impact on the overall score.
- Guests can also provide separate “subscores” for specific areas like location, cleanliness, and staff. These subscores are independent of the overall score.
You can leave a review if you stayed at a property or even if you arrived but didn’t stay. To edit a review you’ve already submitted, please contact our Customer Service team.
Keeping Reviews Authentic and Trustworthy
We’re committed to ensuring the reviews on Booking.com are genuine and reliable. That’s why we have a dedicated team that works tirelessly to prevent fake reviews.
- We use both human and automated systems to detect and remove fake reviews.
- If we discover a fake review, we delete it and take action against the responsible party.
- You can report any suspicious reviews to our Customer Service team, and our Fraud team will investigate.
What We Don’t Allow
We want to make sure that Booking.com is a welcoming space for everyone. That’s why we have some guidelines about what we don’t allow in reviews.
- We won’t publish reviews that contain:
- Impersonation (pretending to be someone else)
- Violations of our review guidelines
Making Reviews Useful
We want to make sure reviews are relevant and helpful for our users.
- We may only accept reviews that are submitted within 3 months of checkout.
- We may stop showing reviews that are older than 36 months or if there’s a change of ownership at the property.
- An accommodation can choose to reply to a review.
Organizing Reviews
We want to make it easy for you to find the information you need.
- The most recent reviews are always shown at the top, along with other factors like the language of the review and whether it includes text.
- You can sort and filter reviews by time of year, review score, and other criteria.
- We may also show external review scores from other reputable travel websites, but we’ll make it clear when we do this.
Staying Relevant and Respectful
Our guidelines aim to keep the content on Booking.com relevant, family-friendly, and respectful.
- Contributions should be travel-related.
- Please avoid personal, political, ethical, or religious commentary.
- Promotional content 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 offensive language and hate speech.
- All content should be genuine and unique to the guest.
- Respect the privacy of others. We will obscure personal information like email addresses, phone numbers, and social media accounts.
Remember: The opinions expressed in reviews are those of Booking.com customers and properties, not Booking.com. We are a distributor, not a publisher of these comments.
We hope these guidelines help you understand how we work to ensure that Booking.com provides a trustworthy and useful platform for travelers.
