Booking.com is committed to providing you with the most reliable and accurate information about accommodations. We want you to make informed decisions based on real guest experiences. Our review system plays a crucial role in achieving this goal.
How Reviews Are Calculated
Each review score ranges from 1 to 10. To determine the overall score, we average all the review scores we receive. This means that every review counts. We’re always striving to improve our review system and are currently experimenting with a weighted system in Malta and Iceland (excluding hotel and vacation rental chains). This new system gives more weight to recent reviews, making them more influential in shaping the overall score. This allows us to capture the most up-to-date feedback.
You can also provide “subscores” for specific aspects of the accommodation, like location, cleanliness, staff, comfort, facilities, value for money, and free Wi-Fi. These subscores are submitted independently from the overall score, providing a more nuanced picture of the accommodation.
Reviewing Your Experience
Feel free to share your experience by leaving a review for an accommodation you’ve booked through our platform. Whether you stayed at the property or just visited, your feedback is valuable. To modify a review you’ve already submitted, simply contact our Customer Service team.
Fighting Fraud
We understand the importance of genuine and unbiased reviews. To combat fake reviews, we have dedicated teams and sophisticated technology to identify and remove them. We take this issue seriously and will take action against anyone submitting fraudulent reviews.
If you encounter any suspicious activity, don’t hesitate to report it to our Customer Service team. We will investigate the matter thoroughly.
Review Guidelines
While we encourage all types of reviews, we have some guidelines to ensure the quality and relevance of the content. This ensures that reviews are helpful for other travelers and maintain a respectful environment.
Here are some key points:
- We remove reviews that are impersonations, violate our guidelines, or contain inappropriate content.
- To ensure relevance, we only accept reviews submitted within 3 months of the guest’s checkout and may stop showing reviews after 36 months or if the accommodation changes ownership.
- Accommodation owners can respond to reviews to address guest concerns or provide additional information.
Navigating Reviews
When you view multiple reviews, the most recent ones appear at the top. This prioritizes the most up-to-date feedback. We offer additional sorting and filtering options to customize your experience. You can sort by time of year, review score, or filter based on the type of traveler.
In some cases, we may display external review scores from other reputable travel websites. We clearly indicate when this is the case.
Staying Family-Friendly
Our guidelines aim to maintain a family-friendly environment without limiting the expression of strong opinions. We welcome constructive criticism and encourage honest feedback, but we prohibit content that is discriminatory, hateful, or offensive.
Contributing to a Better Booking Experience
By adhering to these guidelines, we strive to create a platform where travelers can access trustworthy information and make informed decisions. Your contributions help us build a vibrant and inclusive community.
Please remember:
- Focus on travel-related details and provide helpful information for others.
- Avoid personal opinions, political, ethical, or religious commentary.
- Promote respectful and appropriate language.
- Maintain the authenticity of your reviews.
- Respect the privacy of others.
Ultimately, we believe that honest and transparent reviews are essential to a positive booking experience. By working together, we can ensure that Booking.com continues to be a trusted source of information for travelers worldwide.
