Let’s talk about how Booking.com calculates those all-important review scores you see. The system is straightforward: we add up all the review scores we receive and divide that total by the number of reviews. Simple, right?
But wait! In some regions like Malta, Iceland, Australia, Greece, Brazil, and North Carolina, we’re experimenting with a weighted review system. This means that recent reviews have a bigger impact on the overall score. We’re always trying to improve the system, so you can be sure your latest feedback really counts!
More Than Just a Number
You’ll notice that guests can also give separate “subscores” for different aspects of their stay, like location, cleanliness, staff, comfort, facilities, value for money, and free Wi-Fi. It’s a great way to get a detailed picture of the experience, beyond just a single number.
Remember, guests submit their subscores and their overall scores independently, so there’s no direct connection between them.
Your Reviews Matter
So, how can you contribute? You can leave a review if you stayed at a property you booked through Booking.com, or even if you arrived but didn’t actually stay. If you need to edit a review, just get in touch with our Customer Service team.
We want to ensure reviews are authentic and reliable. That’s why we have teams of people and automated systems dedicated to detecting fake reviews. If we find any, we’ll delete them and take action against those responsible.
Don’t hesitate to report suspicious reviews to our Customer Service team so our Fraud team can investigate.
Keeping it Real
We believe in transparency, so we want to publish every review we receive, whether positive or negative. However, we won’t display reviews that include:
- Impersonation (like someone claiming to be someone else)
- Violations of our review guidelines
We’re always striving to keep reviews relevant and up-to-date. So, we might only accept reviews submitted within three months of checking out, and stop showing reviews after 36 months – or if the property changes ownership.
Making Reviews Easy to Find
When you see a list of reviews, the most recent ones will appear at the top, along with some extra factors like language and whether there’s text or just a rating. You can easily sort and filter reviews by time of year, review score, and more!
We sometimes include external review scores from other travel websites, but we’ll make it clear when we’ve done this.
Respectful Reviews
Our review guidelines are designed to keep Booking.com a safe and welcoming space, while allowing people to express their honest opinions. This means:
- Contributions should be travel related. Avoid personal, political, ethical, or religious commentary.
- Be mindful of a global audience. Don’t use profanity or discriminatory language.
- Keep it real! Reviews should be genuine and unique to the guest. Booking.com property partners shouldn’t post on behalf of guests or offer incentives for reviews.
- Respect privacy. We’ll try to obscure personal information like email addresses and phone numbers.
Remember, the opinions expressed in reviews belong to Booking.com customers and properties, not Booking.com itself.
Sorting Through the Reviews
By default, reviews are sorted by date and other factors like language, reviews with text, and non-anonymous reviews. You can also sort them by type of traveler, score, and more!
Translations
We use Google Translate for translations, but Google disclaims any warranties related to the accuracy or reliability of translations.
