Booking.com is committed to providing travelers with reliable and honest reviews to help them make informed decisions. We understand the importance of authentic feedback, and we strive to maintain the integrity of our platform by implementing a system that encourages transparent and helpful contributions.
Review Scores: How They Work
Every review submitted receives a score from 1 to 10. To calculate the overall review score for a property, we average all the individual review scores. In Malta and Iceland, however, we’re currently testing a new system that gives more weight to recent reviews, ensuring the most current feedback has a greater impact on the overall score.
You’ll also notice that guests can provide separate “subscores” for key aspects like location, cleanliness, staff, comfort, facilities, value for money, and free Wi-Fi. It’s important to remember that guests submit these subscores and their overall scores independently, so there’s no direct link between them.
Submitting and Editing Reviews
You can share your experience on Booking.com if you’ve stayed at a property you booked through our platform, even if you didn’t actually stay the night. If you need to edit a review you’ve already submitted, please reach out to our Customer Service team.
Keeping Reviews Authentic
We take the fight against fake reviews seriously. Our team of dedicated experts, alongside automated systems, diligently monitor and remove any suspicious reviews. If necessary, we will take further action against the individuals responsible.
You can also help us maintain the integrity of our platform by reporting suspicious activity to our Customer Service team. Our Fraud team will then investigate the matter thoroughly.
Review Content: What We Allow and What We Don’t
Our primary goal is to present a diverse range of reviews, both positive and negative, to give users a comprehensive overview of the property. However, we will not display any review that includes or refers to:
- Impersonation: Reviews claiming to be written by someone other than the actual guest.
- Violations of our review guidelines: We have a set of guidelines to ensure that all reviews are appropriate and helpful.
Keeping Reviews Relevant and Timely
We ensure reviews remain relevant by only accepting those submitted within three months of checking out. We may also stop displaying reviews after 36 months, or if there’s a change in ownership of the property.
Responding to Reviews
Accommodations have the option to respond to reviews, providing further insights or addressing any concerns raised.
Review Organization and Sorting
When you see multiple reviews, the most recent ones will appear at the top. We also consider factors like review language, whether it includes text or just a rating, and anonymity.
To help you find the information you need, you can sort and filter reviews by time of year, review score, and other criteria.
External Review Scores
We may sometimes display external review scores from other popular travel websites, clearly identifying them as external sources.
Review Guidelines: A Clear Path to Quality
Our comprehensive guidelines aim to maintain a family-friendly environment without limiting the expression of honest opinions. These standards apply regardless of the sentiment of the review.
We encourage travel-related contributions that provide valuable details and insights. Please avoid including personal, political, ethical, or religious commentary. Promotional content will be removed, and issues concerning Booking.com services should be directed to our Customer Service or Accommodation Service teams.
Contributions should be appropriate for a global audience. Avoid using profanity or offensive language in any form. We also strictly prohibit hate speech, discriminatory remarks, threats, sexually explicit content, violence, and the promotion of illegal activity.
All content must be genuine and unique to the guest. Original and unbiased contributions are most valuable. We strongly discourage property partners from posting on behalf of guests or offering incentives in exchange for reviews. Attempts to manipulate review scores by submitting negative reviews about competitors will not be tolerated.
We prioritize the privacy of all individuals. Booking.com will obscure email addresses, phone numbers, website addresses, social media accounts, and other personal details.
Disclaimer
The opinions expressed in contributions belong to Booking.com customers and properties, not Booking.com. We do not accept responsibility for any reviews or responses. Booking.com acts as a distributor, not a publisher, of these comments.
Review Sorting and Translations
By default, reviews are sorted based on the date of the review and additional criteria to show the most relevant reviews. These criteria include your language preference, reviews with text, and non-anonymous reviews. You may also have access to additional sorting options (by type of traveler, by score, etc.).
This service may include translations powered by Google. Google disclaims all warranties related to the translations, including any warranties of accuracy, reliability, and any implied warranties of merchantability, fitness for a particular purpose, and non-infringement.
