Wondering how we calculate those all-important review scores? It’s simple: we take all the review scores we’ve received, add them up, and then divide by the total number of reviews. Think of it like finding the average grade in a class!
But wait, there’s more! We’re currently trying out a weighted review system in Malta and Iceland (excluding hotel and vacation rental chains). This means that recent reviews have a bigger impact on the overall score than older ones. We want to make sure our scores reflect the latest guest experiences.
And that’s not all! Guests can also give separate scores for different aspects of their stay, like location, cleanliness, staff, comfort, facilities, value for money, and free Wi-Fi. This gives you a detailed picture of what to expect at each property.
Just remember, the subscores and the overall score are completely independent. So, a guest might love the location but think the staff could be better – and that will be reflected in their scores!
Sharing Your Experience
You can write a review about a property you booked through our platform, even if you just arrived but didn’t stay. It’s all about sharing your experiences and helping other travelers make informed choices. Want to edit a review you’ve already written? Just contact our Customer Service team.
We have a dedicated team, along with automated systems, who are experts at spotting fake reviews. If we catch any, we remove them instantly and take action against the person responsible. We’re serious about keeping our reviews genuine and trustworthy.
And if you see anything suspicious, please don’t hesitate to report it to our Customer Service team. Our Fraud Team will investigate the matter promptly.
Making Sure Reviews Are Relevant & Fair
We want to share all reviews, both good and bad, because every experience counts. But there are some things we just won’t publish. This includes any reviews that:
- Impersonate someone else (like claiming to be another person).
- Violate our review guidelines. (We’ll explain these in more detail later!)
To make sure reviews are helpful and relevant, we only accept reviews submitted within 3 months of checking out. We also stop showing reviews after 36 months or if there’s a change of ownership at the property.
Properties can choose to reply to reviews, giving them a chance to address any concerns and show they care about guest feedback.
Navigating Review Information
When you see multiple reviews, the most recent ones will be at the top. This helps you see the latest experiences. We also consider other factors, like the language of the review and whether it includes comments in addition to a rating.
You can easily sort and filter reviews by time of year, review score, and more! This lets you find exactly the information you’re looking for. We may also show you external reviews from other well-known travel websites. We’ll always make it clear when we’re doing this.
Setting the Standard
Our guidelines and standards are designed to keep reviews relevant and family-friendly without limiting people from expressing their honest opinions, no matter how strong they may be. These standards apply to all reviews, whether positive or negative.
Contributions should be travel-related. The most helpful reviews are detailed and provide valuable insights to other travelers. Please avoid including personal opinions, political, ethical, or religious commentary. We also remove promotional content and any issues related to Booking.com’s services should be directed to our Customer Service or Accommodation Service teams.
Keep in mind that our platform is used by people from all around the world. Please be mindful of this and avoid using profanity or offensive language of any kind. This includes hate speech, discriminatory remarks, threats, sexually explicit content, violence, and anything that promotes illegal activities.
It’s important that all reviews are genuine and unique. Don’t try to post on behalf of someone else or offer incentives for reviews. This includes attempts to lower a competitor’s rating by submitting false negative reviews. These actions are not tolerated and will be dealt with accordingly.
Protecting Privacy
We take privacy seriously. When possible, Booking.com will obscure email addresses, phone numbers, website addresses, social media accounts, and any other personal information.
Disclaimer
Remember, the opinions expressed in reviews are those of Booking.com customers and properties, not Booking.com itself. We don’t take responsibility for any reviews or responses. Booking.com acts as a distributor of this information, not a publisher. We don’t have an obligation to verify the content of these reviews.
By default, reviews are sorted by the date of the review and other criteria to ensure the most relevant ones are displayed. You can also sort reviews by language, reviews with text, and non-anonymous reviews. Other sorting options, like by type of traveler or score, might be available as well.
This service may include translations powered by Google. Google disclaims any warranties related to these translations, including any warranties of accuracy, reliability, or implied warranties of merchantability, fitness for a particular purpose, or non-infringement.
